The Glasgow School of Music · Concerns & Feedback
Complaints, Concerns & Feedback
The formal non-emergency route for service concerns, complaints and feedback.
Use this page when a concern about teaching, administration, fees, communication, accessibility handling or school management needs review. Routine corrections, safeguarding concerns and accessibility requests have separate first routes.
Not every problem needs a formal complaint. Routine administration, accessibility, safeguarding, privacy and feedback each have a clearer first route.
When to use each route
Start with the least formal route that can resolve the issue safely.
A quick correction or informal conversation may resolve an ordinary service issue. Formal escalation remains available where the concern is serious, repeated, unresolved or requires a written determination.
Operational information or an obvious error
Use Current Students or Contact for a portal problem, timetable entry, absence record, invoice query, contact-detail correction or ordinary lesson administration.
A service issue that may be resolved quickly
Use “Concern or Feedback” where clarification, a correction or practical discussion may resolve the matter without a formal investigation. This does not prevent a later formal complaint.
Investigation and written outcome requested
Use “Formal Complaint” for a serious, repeated or unresolved concern about a tutor, lesson, administration, fees, communication, accessibility handling or school management.
A barrier or reasonable-adjustment need
Use the Accessibility route first where the issue is a website, document, communication, physical-access, online-learning or lesson-access barrier.
Risk to welfare or unsafe conduct
Do not use the ordinary complaint process where someone may be at risk. Use the Safeguarding route, or emergency services where there is immediate danger.
Positive comments and constructive suggestions
Use “Concern or Feedback” to share praise, suggestions or observations that do not require a formal complaint outcome.
Informal resolution is not mandatory: a person may proceed directly to a formal complaint where the issue is serious, sensitive, repeated, concerns management, or would be inappropriate to address informally.
Raise a formal complaint or share feedback
State whether you want informal resolution or a formal written outcome.
The school email is the stable role-based route. Written contact creates a record and allows the issue, requested outcome and correct process to be identified.
GSofM Service Resolution Route
Choose the subject line that matches the action requested. “Concern or Feedback” is the informal route; “Formal Complaint” requests investigation and a written outcome.
Escalation: an informal attempt does not remove the right to make a formal complaint later. A serious or sensitive matter may be submitted formally at the outset.
If email is not accessible for you, use the Contact page to request an alternative way to provide the information.
Give enough detail for the issue to be understood.
Where relevant, include:
- Student name and parent/carer name, where applicable.
- Tutor name, lesson day/time and instrument or subject.
- What happened, including relevant dates or messages.
- Whether the matter is ongoing, repeated, already resolved or time-sensitive.
- The outcome, correction, explanation or practical action being requested.
- Whether the issue concerns teaching, administration, fees, communication, accessibility handling or school management.
- Whether anyone is currently at risk or needs urgent help.
If anyone is currently at risk, use the appropriate emergency or safeguarding route first.
Conflict of interest or management complaint: use the subject line “Complaint Concerning Management” and identify the person or decision involved. The complaint will not be assigned for substantive review to the person whose actions are the subject of the complaint. Where no uninvolved internal reviewer is available, GSofM may use an external adviser to review the process or evidence. Safeguarding, criminal, data-protection and other specialist matters retain their external or statutory routes.
Contractual position: submitting a complaint does not automatically suspend an invoice, payment deadline, lesson hold, cancellation notice requirement, attendance provision or another obligation under the Terms & Conditions. A temporary arrangement applies only where GSofM confirms it in writing.
How concerns are handled
Concerns are reviewed proportionately and routed appropriately.
The exact process and time required depend on the nature, seriousness and complexity of the issue. Safeguarding, privacy and access matters may need to be handled under their own route.
Service targets: five working days for acknowledgement and 20 working days for the substantive response are operating targets, not absolute deadlines. Complexity, availability of relevant people, safeguarding, legal or data-protection issues, and missing information may require more time.
Good-faith concerns: no student, family, tutor, staff member or visitor will be treated adversely merely for raising a genuine concern or complaint in good faith. This does not guarantee the requested outcome and does not prevent proportionate action concerning separate conduct, abusive communication or information known to be deliberately false.
Records and confidentiality: information is restricted to those who need it for review, response, safeguarding, legal, insurance or regulatory purposes. Absolute confidentiality cannot be promised because relevant information may need to be put to the person criticised or shared with an appropriate adviser or authority.
Payments and contractual deadlines: the complaint process does not itself pause payment, attendance, cancellation or account obligations. Any interim variation must be confirmed by GSofM in writing.
Review, outcomes and records
A formal complaint ends with a recorded outcome and defined review route.
The outcome should be sufficiently clear to explain what was considered and decided, while respecting privacy, employment, safeguarding and legal restrictions.
State what was reviewed and decided.
A formal response will normally identify the issues reviewed, the relevant findings, the conclusion, any correction or practical action, and the available review route. Personal or employment information about another person may need to be withheld.
Identify a specific review ground.
A review request should normally be made within 14 calendar days of the formal outcome and identify a material process failure, relevant information that was not considered or significant new evidence.
Keep only what is reasonably necessary.
GSofM may retain the complaint, evidence, correspondence, review notes and outcome where reasonably necessary for administration, safeguarding, service improvement, insurance, dispute resolution or legal obligations, in line with the Privacy Policy and applicable retention requirements.
A review does not guarantee a different outcome. It is intended to check whether the matter was handled fairly, relevant information was considered and the stated process was followed.
Questions
Common questions about service resolution and formal complaints.
Use these answers to identify the correct route, operating times, review process and effect on contractual obligations.
Which route should I use?
Use Current Students or Contact for a routine question or correction, Accessibility for a barrier or reasonable-adjustment request, Safeguarding for a welfare or safety concern, “Formal Complaint” for an investigation and written outcome, and “Concern or Feedback” for informal resolution, suggestions or praise.
Do I have to try informal resolution before making a formal complaint?
No. Informal resolution may be useful for a routine or lower-level service issue, but a person may proceed directly to a formal complaint where the matter is serious, sensitive, repeated, concerns management or would be inappropriate to address informally.
How do I make a formal complaint?
Email info@theglasgowschoolofmusic.co.uk using the subject line “Formal Complaint” and state that you are requesting investigation and a written outcome. Use “Complaint Concerning Management” where the complaint concerns the Director or school management.
What should I include?
Include the people and lesson involved where relevant, what happened, dates, messages or records, whether the issue is ongoing or repeated, the type of concern and the correction, explanation or practical outcome requested.
When will GSofM acknowledge a formal complaint?
GSofM will normally acknowledge a formal complaint within five working days. The acknowledgement may confirm the issues understood, request missing information or explain that another specialist route applies.
When should I expect the full response?
GSofM aims to provide a formal written response within 20 working days after sufficient information is available. Where more time is reasonably required, the school will explain the delay and, where practicable, provide an updated expected response date.
Should a safeguarding concern use this process?
No. Call 999 first where someone is in immediate danger. Concerns about welfare, unsafe conduct, abuse, exploitation or a serious professional-boundary issue should use the Safeguarding route.
What if the issue is an accessibility barrier?
Use the Accessibility route for a reasonable-adjustment request or a website, document, communication, physical-access, online-learning or lesson-access barrier. A formal complaint may be made later if the response remains unresolved.
What if the issue concerns personal information?
Use the Privacy Policy route for personal-data access, correction, deletion, restriction, objection, consent or concerns about collection, use, disclosure or retention.
Who reviews a complaint about management?
The complaint should use the subject line “Complaint Concerning Management”. It will not be assigned for substantive review to the person whose conduct or decision is complained about. Where no uninvolved internal reviewer is available, GSofM may use an external adviser.
Can I request a review of the outcome?
Yes. A review request should normally be made within 14 calendar days and identify a material process failure, relevant information that was missed or significant new evidence. A review does not guarantee a different outcome.
Will raising a genuine complaint affect lessons?
No student or family will be treated adversely merely for raising a genuine concern or complaint in good faith. This does not guarantee the requested outcome and does not prevent proportionate action concerning separate conduct or abusive communication.
Does making a complaint pause invoices or contractual deadlines?
No. A complaint does not automatically suspend invoices, payment deadlines, lesson holds, cancellation-notice requirements, attendance provisions or other obligations under the Terms & Conditions. A temporary arrangement applies only where GSofM confirms it in writing.
Will complaint information remain confidential?
Information is restricted to people who need it for review, response, safeguarding, legal, insurance or regulatory purposes. Absolute confidentiality cannot be promised because relevant information may need to be put to the person criticised or shared with an appropriate adviser or authority.
Can I send positive feedback or suggestions?
Yes. Use the subject line “Concern or Feedback” for praise, suggestions and constructive observations that do not require a formal complaint outcome.
Service resolution
Choose the route, state the outcome requested and provide the relevant record.
Use “Concern or Feedback” for informal resolution or general feedback and “Formal Complaint” for investigation and a written outcome. Safeguarding, accessibility, privacy and routine administration retain their dedicated routes.