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GSA Complaints Handling Procedure

Due to the impact on staffing and resources of the Coronavirus (COVID-19) our response time to complaints will be affected. In line with advice from the Scottish Public Services Ombudsman, we will endeavour to keep complainants updated of any delays where possible.

Please note: Any alleged breaches by students of the Glasgow School of Art’s Safe Campus (COVID-19) measures may be investigated through the Student Conduct Policy and should be reported via your Programme Leader.

As of 31 August 2013, all Scottish higher and further education institutions were required to have implemented the model Complaints Handling Procedure (CHP) which was introduced by the Scottish Public Services Ombudsman (SPSO).

This new complaints procedure covers all complaints made by students, staff or the general public about the institution. It should be noted that a grievance by a member of staff or an appeal about an academic decision on assessment or admission are not complaints and there are different mechanisms to deal with such matters. 

Prior to implementation, GSA sent the policy for approval through the GSA committee structure and the following policy has now been introduced: 

 How do I make a complaint?

 If you wish to make a complaint, please complete the following form: -

 Quick Policy Guides 

Roles and Responsibilities

To enable compliant implementation and streamlined reporting, the following roles are required by the SPSO policy:

  • SPSO Liaison Officer

The SPSO Liaison Officer liaises with Complaints Investigators and ensures all complaints are recorded appropriately and is the custodian of the central repository of complaints logged by Complaints Investigators, Complaints Officers and staff. The SPSO Liaison Officer is required by the policy to provide a quarterly report to Senior Management and provide external reporting to the SPSO.

  • Complaints Investigators

A Complaints Investigator handles complaints that cannot be resolved by Frontline Resolution (see policy). They are also responsible for logging all Investigation complaints in the Central Complaints Register.

  • Complaints Officers

Although not required by the procedure, Complaints Officers have been introduced by GSA at programme level to support the Complaints Investigators.

  • Recording of Complaints 

Under the terms of the policy, GSA staff should record all complaints in the institution's Central Complaints Register which for GSA can be found below:

If you have any questions relating to the above content, please email