OUR COMPLAINTS PROCEDURE

Procedure

 

This complaints procedure is open to members of, and visitors to QMU.

 

QMU strives to offer the highest standard of service to members and visitors. However, we recognise that things can sometimes go wrong; when they do, we want to address the problem as quickly and as fairly as possible.

 

Complaints may relate to any aspect of our services or policies, including but not limited to:

 

  • Poor or unsatisfactory service 

  • Issues relating to equal opportunities or discrimination (including harassment, bullying, bias or prejudice)

  • Unacceptable conduct by staff and/or officers

  • Breach of legal duties

 

Complaints about service provision

 

If you are unhappy with any aspect of service provision at the Union, you can raise it informally with the relevant line manager. All QMU staff and Board members are trained to listen respectfully to concerns raised by members or visitors and to take appropriate action.

 

If you do not feel the informal response has been adequate or if your complaint is too serious to be handled informally, you can submit a complaint by email to: president@qmunion.org.uk

or if your complaint is regarding the president: ceo@qmunion.org.uk

On receipt of a complaint, QMU will decide whether the Union has jurisdiction over the issues raised.  Complaints relating to an alleged breach of the University’s rules or criminal law may be referred to the appropriate authorities.

 

Please read the Further Information at the end of this document before submitting a written complaint.

 

You will receive an acknowledgement within three working days and, in most cases, a substantive written response within 20 working days. In some instances, where additional information must be obtained from you or from others, the timescale will be longer; in these cases, we will endeavour keep you informed of progress in handling your complaint.

 

Formal complaints will be investigated by either a staff member or a Board member with appropriate training.  QMU staff and Board members will not be involved in investigating complaints in which they are personally implicated. Where necessary, QMU will seek advice from the University’s Complaints Resolution Office.

 

If you remain unhappy with the outcome of a formal complaint investigation, you can write to the Court Office, University of Glasgow, Glasgow G12 8QQ, stating why you are dissatisfied. The Court Office will then appoint an independent reviewer to consider whether due process was followed during the original complaint and whether the decision was fair.

 

Complaints about the conduct of QMU members or visitors

 

All students and employees of the University and the student bodies (QMU, GUU, GUSA and the SRC) are required to behave in accordance with the University’s Dignity at Work and Study policy, which is available at:

https://www.gla.ac.uk/MyGlasgow/HumanResources/equalitydiversity/policy/dignityatwork

 

This policy defines the standard of behaviour against which any individual will be judged if a complaint is made against them. QMU will not tolerate contraventions of the policy, whether they involve bullying, harassment, discrimination, violence, sexual harassment, Gender-Based Violence or any other form of unacceptable behaviour.

 

If you are unhappy about the conduct of another individual or group of members or visitors at QMU, you may raise your concerns informally or submit a formal complaint by email to: president@qmunion.org.uk

or if your complaint is regarding the president: ceo@qmunion.org.uk

 

Please read the Further Information at the end of this document before submitting a written complaint.

 

Minor misdemeanours will be dealt with by QMU, who may issue warnings, ban members and visitors from the Union for up to one week, and revoke membership on a temporary basis. More significant complaints about student conduct will be passed to the University’s Senate Office for investigation.  There is provision within the Code of Student Conduct for precautionary suspension of students pending review of their case under the Code.  In such cases, the Senate Office will communicate with the student concerned and inform other bodies as appropriate (for example, other student bodies).

 

The Code of Student Conduct is available at:

https://www.gla.ac.uk/myglasgow/senateoffice/studentcodes/students/studentconduct/

 

In addition to the University’s powers relating to precautionary suspension, QMU may suspend individuals from the Union (and their role if they are a volunteer or Elected Officer) while the Senate Office is considering a complaint under the Code of Student Conduct. Such decisions will be made by the Chief Executive (or alternative staff member) following consultation with the QMU President (or alternative QMU Board member). 

 

Advice and support

 

When making a complaint, help is available via the SRC advice service:

https://www.glasgowstudent.net/advice/the-advice-centre/

 

Advice and support related to sexual assault or Gender-Based Violence is available at: https://www.gla.ac.uk/MyGlasgow/students/safetyhealth/sexualassaultsupport/

 

You may access support from the University’s Respect Advisers via:

https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/policy/dignityatwork/ran/

 

You may also submit a Report and Support form to the University’s student welfare officer via:

https://www.gla.ac.uk/myglasgow/students/safetyhealth/reportandsupport/

 

 

Further information

 

 

  1. Complaints should be submitted as soon as possible and ideally within six months of the incident occurring. Complaints submitted out with this time may be accepted at the discretion of the Chief Executive and/or QMU President. 
     

  2. Address formal complaints to the President of QMU. If your complaint is about the President, address it to the Chief Executive.
     

  3. Provide details of your own name and contact details including telephone number and email address. Anonymous complaints will not typically be accepted but will be considered on a case-by-case basis. If the complaint is judged to be trivial or frivolous, they may write to the complainant to say so.
     

  4. You can provide as much or as little information as you wish to. However, it will help if you can specify the nature of your complaint; the dates and times when events occurred; who was involved in the matter you are complaining about; whether there were any witnesses, and if so, who they are.
     

  5. Be aware that individuals named in formal complaints must be given the opportunity to respond to any complaint against them and therefore may be given sight of any element of the complaint which relates to them.  Under data protection laws, individuals may  have the right to access any personal data held about them by the QMU or the University.
     

  6. In some instances, those involved, including the complainant, may be invited to attend individual face-to-face interviews.  All interviewees will have the right to be accompanied by another student or staff member. Interviews may be recorded.
     

  7. If your complaint is about the University rather than QMU, you should use the University’s Complaints procedure which is available at: https://www.gla.ac.uk/connect/complaints/

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