Learning from complaints

Glasgow Life welcomes your views and comments on any aspect of our service. Our customers help us to understand what we do well and where we need to improve. The reports below highlight our performance in relation to Comments & Complaints, Freedom of Information and our Service Standard.

What is complaints performance feedback?

Performance Information On Complaints Handling

The complaints process is governed by the Scottish Public Service Ombudsman (SPSO).

Glasgow Life has a two stage complaints process.

Stage One is called Frontline Resolution. At this stage we aim to resolve your complaint within five working days or sooner if possible. If it is not possible or your complaint is complex it will be escalated to Stage Two for investigation.

Stage Two is called the Investigation Stage. When using the Investigation Stage we will acknowledge receipt of your complaint within three working days and provide a full response as soon as possible but no longer than 20 working days. On occasion it may be necessary to extend the timescales after consultation and agreement with you.

Related Documents

Glasgow Life Complaints Procedure

Service Standards

Mandate form – (please use this form when complaining on behalf of someone else)