The Glasgow School of Music · Service Resolution

Complaints, Concerns & Feedback

A clear non-emergency route for concerns that need review, formal complaints and general feedback.

You can ask for informal resolution or make a formal complaint directly. Safeguarding, immediate-risk, accessibility, privacy and routine administrative matters have dedicated first routes.

Make a Formal Complaint Share Concern or Feedback Choose the Correct Route

Before using the complaints process

Some matters have a better first route.

Immediate danger

Call 999 first

Do not wait for the school complaints process where someone is in immediate danger or emergency assistance is required.

Welfare or safety

Safeguarding

Use the safeguarding route for welfare concerns, unsafe conduct, abuse, exploitation or serious professional-boundary concerns.

Open Safeguarding
Access support

Accessibility

Use Accessibility first for a barrier, reasonable-adjustment request or alternative communication or document format.

Open Accessibility
Personal information

Privacy

Use the Privacy Policy route for personal-data rights, correction requests and concerns about how information is handled.

Open Privacy Policy
Routine administration

Current Students or Contact

Use the normal administrative route for Portal access, timetable entries, invoice queries, absence records or straightforward corrections.

Current Students

Raise a complaint or concern

Tell us what happened and what outcome you are asking for.

Email route

info@theglasgowschoolofmusic.co.uk

Use the subject line that best describes the action you want GSofM to take.

Investigation and written outcome Formal Complaint
Informal resolution, suggestion or praise Concern or Feedback
Complaint concerning the Director or school management Complaint Concerning Management
Email a Formal Complaint Concern or Feedback Management Complaint
If email is not accessible, use the Contact page to request an alternative way to provide the information.
What to include

Provide enough information to understand and review the matter.

  • The student and parent/carer name where relevant.
  • The tutor, lesson day/time and subject where relevant.
  • What happened and the relevant dates.
  • Any messages, invoices, records or other material that may help explain the issue.
  • Whether the issue is ongoing, repeated or time-sensitive.
  • The correction, explanation or practical outcome you are requesting.
Safety first: if anyone may be at immediate risk, use the emergency or safeguarding route before the ordinary complaint process.
Complaint concerning management: the person whose conduct or decision is complained about will not be assigned to carry out the substantive review of that complaint. Where no suitable uninvolved internal reviewer is available, GSofM may use an external adviser.
Contractual position: making a complaint does not automatically suspend an invoice, payment deadline, lesson hold, cancellation-notice requirement, attendance provision or another obligation under the Terms & Conditions. This does not remove any legal right that applies, and a temporary arrangement may be agreed in writing where appropriate.

How formal complaints are handled

A proportionate review with a written outcome.

01 Receive and acknowledge GSofM will normally acknowledge a formal complaint within five working days. The acknowledgement may confirm the issues understood, request missing information or identify a more appropriate specialist route.
02 Define the scope and reviewer The school identifies the questions requiring review and, where practicable, assigns the matter to someone who was not directly responsible for the conduct or decision complained about.
03 Review relevant information Relevant correspondence, lesson records, account information, policies and other available evidence may be considered. People whose actions are materially criticised should normally have a reasonable opportunity to provide relevant information.
04 Provide the written outcome GSofM aims to provide a substantive written response within 20 working days after sufficient information is available. The response will normally explain the issues considered, findings, conclusion and any practical action.
05 Request a review if required 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.
Service targets: five working days for acknowledgement and 20 working days for the substantive response are operating targets, not absolute deadlines. Complexity, missing information, availability of relevant people, safeguarding, legal or data-protection issues may require more time. Where more time is reasonably required, GSofM will explain the delay and, where practicable, provide an updated expected response date.

Review, records and fair treatment

The process should be clear, proportionate and properly recorded.

Good-faith complaints

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 prevent proportionate action concerning separate conduct or abusive communication.

Confidentiality

Information is restricted to people who need it for review, response, safeguarding, legal, insurance or regulatory purposes. Absolute confidentiality cannot be promised where information must fairly or lawfully be shared.

Records

GSofM may retain relevant complaint correspondence, evidence, review notes and outcomes where reasonably necessary, in line with the Privacy Policy and applicable retention requirements.

Review request

A review checks whether the stated process was followed, relevant information was considered and any significant new evidence changes the position. It is not simply a second decision because the outcome is disputed.

Complaint Questions

Frequently asked questions

Six answers covering formal complaints, timescales, management concerns, review and contractual obligations.

Do I have to try informal resolution before making a formal complaint?
No. Informal resolution can be useful for a routine service issue, but you may proceed directly to a formal complaint where the matter is serious, sensitive, repeated, concerns management or would be inappropriate to handle informally.
How do I make a formal complaint?
Email info@theglasgowschoolofmusic.co.uk using the subject line “Formal Complaint”, explain what happened and state the outcome or action you are requesting.
When will GSofM respond?
GSofM will normally acknowledge a formal complaint within five working days and aims to provide a substantive written response within 20 working days after sufficient information is available. These are operating targets rather than absolute deadlines; where more time is reasonably required, GSofM will explain the delay.
What if my complaint concerns the Director or school management?
Use the subject line “Complaint Concerning Management”. The person whose conduct or decision is complained about will not carry out the substantive review. Where no suitable 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.
Does making a complaint pause invoices or contractual deadlines?
No, not automatically. Making a complaint does not by itself suspend invoices, payment deadlines, lesson holds, cancellation-notice requirements or attendance provisions. This does not remove any legal right that applies, and GSofM may confirm a temporary arrangement in writing where appropriate.

Service Resolution

Choose the route and tell us the outcome you are seeking.

Use “Concern or Feedback” for informal resolution, suggestions or praise. Use “Formal Complaint” where you want investigation and a written outcome.

Email a Formal Complaint Concern or Feedback Safeguarding Contact GSofM