Complaints Handling Policy

The Complaints Handling Procedure (CHP) reflects Glasgow Caledonian New York College’s (GCNYC or ‘the College’) commitment to valuing complaints. Students, recent students, applicants and members of the public should feel free to raise matters of concern without risk of disadvantage. Our aim is to resolve issues of dissatisfaction as close to the initial point of contact as possible and to conduct thorough and fair investigations of complaints so that, where appropriate, we can make evidence-based decisions on the facts of each individual case. 

Resolving complaints early saves time and resources and contributes to the overall efficiency of the College. Concentrating on achieving an early resolution of a complaint as close to the point of contact as possible will free up the time of academic and support staff and ultimately contribute to the continued positive experience of our students and members of the public. 

Definition of a Complaint

A complaint may be defined as an expression of dissatisfaction by one or more individuals about the standard of service, action or lack of action by or on behalf of the Institution. 

A complaint may relate to: 

i. the quality and standard of service 

ii. failure to provide a service

iii. the quality of facilities or learning resources

iv. treatment by or attitude of a staff member, student or contractor

v. inappropriate behaviour by a staff member, student or contractor 

vi. the failure of the College to follow an appropriate administrative process

vii. dissatisfaction with the College’s policies (although it should be recognised that policy is set at the discretion of the College)

The definition of a complaint is very broad and the list above is not exhaustive. However, not every concern raised within the College is a complaint. For example, the following are not complaints:-

i. a routine, first-time request for a service

ii. a freedom of information request

iii. a request for information or an explanation of policy or practice

iv. a response to an invitation to provide feedback through a formal mechanism such as a questionnaire or committee membership will generally not be treated as a complaint

v. an insurance claim

vi. an issue which is being, or has been, considered by a court or tribunal

vii. a request for compensation only

viii. an attempt to have a complaint reconsidered where the College’s procedure has been completed and a final decision has been issued Glasgow Caledonian New York College – 2017/18 Catalog Page | 53

ix. a grievance by a member of staff which is eligible for handling through an applicable staff complaint resolution policy

x. an appeal about an academic decision on assessment or admission.

These issues will be dealt with under the alternative appropriate processes rather than the CHP. It should be noted, however, that some situations can involve a combination of issues, some are complaints and others are not, and each case will be assessed on a case by case basis.