Merchant City, Glasgow

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Since August 2013, all Scottish Higher Education institutions have been required to implement the Model Complaints Handling Procedure, introduced by the Scottish Public Sector Ombudsman (SPSO). The SPSO published a revised Model Complaints Handling Procedure in January 2020, which GSA implemented in April 2021.

The Glasgow School of Art Complaints Handling Procedure

The Complaints Handling Procedure

Glasgow School of Art’s Complaints Handling Procedure reflects our commitment to valuing complaints. It is impartial – and we will ensure that no complainant is disadvantaged as a result of making a complaint. 

Glasgow School of Art treats all complaints in a confidential and sensitive manner. We will consider anonymous complaints where there is enough information for us to take them forward.

Glasgow School of Art is committed to supporting complainants. Please let us know if you would like us to help you find an independent advocate to help you through the process. We can provide BSL interpreters on request, as well as alternative format copies of all our complaints documentation (including the procedure and guides). 

Please note: An appeal about an academic decision on assessment or admission is not a complaint. There are separate mechanisms to deal with these issues – please contact the Academic Registry for more information.

Quick Guide 

Guide to Complaints for Students & Members of the Public

How do I make a complaint?

If you wish to make a complaint, please email us at complaints@gsa.ac.uk or use the form below:

GSA Complaints Form

Recording of Complaints

All complaints received and resolved at Stage One must be logged by staff on the Central Complaints Register below:

Central Complaints Register – Stage One Frontline

Further Information

Quarterly and Annual complaints performance data can be found on the Complaint Performance page.

If you have any questions about the information above, please contact us at complaints@gsa.ac.uk.