Leave a comment

We welcome your feedback on any aspect of our service. If there is something we can help with, please speak to a member of our team, who are always happy to help. To learn more about how we handle your personal information see More Information section below.

You can get in touch with us by using the forms on this page. 

Alternatively, fill out our customer comments card and either hand it into reception at any of our venues or post it for FREE to:

FREEPOST RTAB-EBBR-UTKG
Glasgow Life
Commonwealth House
38 Albion Street
Glasgow
G1 1LH 

You can also get in touch with us by phone:

For Comments and Compliments call: 0141 287 4350

For Complaints call: 0141 287 8977

Glasgow Life has a two-stage complaints process:

Stage 1 – Is Called Frontline Response

• We aim to resolve your complaint and respond to you within 5 working days or sooner if possible.
• Where your complaint cannot be resolved within 5 working days, it will be transferred over to the Investigation stage.

Stage 2 - Is Called Investigation Stage

When using stage 2 we will:

• Give you a full response to the complaint as soon as possible and no longer than 20 working days.
• Acknowledgement receipt of your complaint within 3 working days.
• If required we will discuss your complaint with you to understand why you remain dissatisfied and what outcome you are looking for.
• If our investigation will take longer than 20 working days, we will tell you and keep you updated on progress.

After we have fully investigated, if you are still dissatisfied with our decision or the way we dealt with your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to consider the matter. Their address is:

Freepost SPSO (this is all you need to write on the envelope, and you don't need to use a stamp). ​

Or you can phone them on 0800 377 7330 or visit www.spso.org,uk. The SPSO will not normally investigate if you have known about the problem for more than 12 months before complaining.

If you are complaining on behalf of someone – we need you (and the person you represent) to complete a short form. This is so that we can perhaps discuss it and reply to you.

Complete the mandate form and return it to us at

Glcentraladmincustomerservicehub@glasgowlife.co.uk

For full details of the Glasgow Life Customer Comments Policy, please see the related documents panel

External Advice

SPSO (Scottish Public Services Ombudsman)

Bridgeside House
99 McDonald Road
Edinburgh
EH7 4NS

Visit SPSO where you can learn more about how to complain about a public service.

(Please note: This should be done within 12 months of the problem arising).

More information

Please read our comments or complaints privacy notice and child-friendly complaints handling privacy notice. They contains essential information on who we are and how and why we collect, store, use and share your personal information. It also explains your rights in relation to your personal information and how to contact us or supervisory authorities in the event you have a complaint.

To learn more about how we handle your personal information generally, please visit: www.glasgowlife.org.uk/privacy

There you will find our full Privacy Statement, General Privacy Notice, Website Privacy and Cookie policies, Records Retention Schedule, Information Use and Privacy Policy, and other privacy notices specific to our services and interactions with you or about you.