Complaints and reporting

The complaints form and inbox is managed by our Administrator, Jenny, who will direct it to the most appropriate member of staff in the Association or Venue. If you prefer, you can send an email directly to complaints@theartschool.co.uk.

 

Provide as much or as little information as you want in the form below.

Are you a member of the Students' Association and/or a current Glasgow School of Art student?
YesNo

Would you like to be contacted by a member of our team to follow up with you?
YesNo

 

What happens after you make a complaint?

The Art School’s complaints procedure has up to two stages. We will always acknowledge receipt of your complaint within 5 working days and inform you of who is handling your complaint.

Stage 1: Immediate resolution

If immediate action to address the complaint is possible, such as an apology and explanation if something has gone wrong then we will resolve the issue as quickly as is possible.

  • We will endeavour to provide our decision at Stage 1 to you within five working days of acknowledgement of receipt of the complaint.
  • If the complaint cannot be resolved at this stage, then your complaint handler will provide you an explanation and advise of the next steps, stage 2.

 

Stage 2: Investigation

If a complaint is regarded as serious in nature, and is unable to be resolved informally, we will talk to you about undertaking a formal investigation in order to resolve the matter.

When using Stage 2 we will:

  • Discuss your complaint with you to understand the situation and your desired outcome.
  • Initiate an investigation of the complaint.
  • Provide you with a full response to the complaint within 20 working days. If it is likely that the investigation will take longer than 20 working days, we will inform you this and agree a new timeline.

 

Privacy notice: What happens to the information you share during the complaints process

Further information may be collected from various parties during the process of investigation into your complaint. We use these details for the purposes of investigating complaints about our staff, students, customers or premises.

Complaints information is retained securely on private computers or password protected areas of our server. Some information is also present within staff emails. This information will be retained by us for a period of 6 months after the complaint has been resolved, then destroyed.