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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 Links

Customer Comments Form
Customer Complaints Form
Freedom of Information

Related Documents

Glasgow Life Customer Comments Policy
Service Standards

Year 2014 - 2015

The total number of visits to our facilities in this period was 17,951,955.

Compliments: 3,370
Compaints: 3,000
Suggestions: 596
Enquiries: 236
Unspecified: 63

Total: 7,265

Our performance response times for 2014/15:

​Stage One within: 2,256
Stage One outwith: 775
​Stage Two within: 62
​Stage Two outwith: 11
​Total: 3,104

Overall % within Policy​

​Stage One within: 75%
​Stage Two within: 85%
​Stage Two outwith: 75% 

After we have fully investigated a Stage Two complaint a third external stage is available if you are still dissatisfied.   A Stage Three investigation is carried out by the SPSO.

In 2014/15, four complaints regarding Glasgow Life were referred to the SPS0 of which none were upheld.

Improvements Made Last Year

Every year Glasgow Life implement a series of changes as a result of feedback from our customers. Here are some examples of service improvements we made last year.

Glasgow Libraries - Knightswood
"Could you please change Tuesday's Bounce and Rhyme class to a Wednesday" - Following consultation with the group, this session has been changed.

Glasgow Cultural Venues - Partick Burgh Hall
"Room very cold" - Staff now have access to manually override heating settings to accommodate individual events.

Glasgow Museums - Riverside
"I am deaf and I am unable to follow films unless they have subtitles" - All videos with an audio content now have subtitles.

Glasgow Events - Glasgow Loves Christmas Light Switch On Tickets
"Approximately 250 complaints were received regarding ticket balloting" - Customer research was undertaken to gain opinion on the ballot process and the general consensus was to remain with the existing process.

Categories of Complaints

From complaints received in 2014/15, the following represents a sample of our top categories:

Glasgow Sport - Total 2,633
Customer Satisfaction - Customer Experience/Programmes/Equipment/Maintenance - 921
Programming - 354

Glasgow Events - Total 637
Events  - Ticket Allocation/Customer Experience/Parking - 234
Customer Satisfaction - 224

Glasgow Libraries and Communities - Total 484
Customer Satisfaction - Customer Experience/Programmes/Equipment/Maintenance - 161
ICT - 75

Glasgow Museums and Collections - Total 284
Exhibitions - 47
Catering and Vending - 46

Glasgow Arts, Music and Cultural Venues - Total 228
Performance - 32
BMI Issues - 27

 

 

Year 2015 - 2016

The total number of visits to our facilities in this period was 17,538,402.

Compliments: 3,859
Compaints: 2,173
Suggestions: 585
Enquiries:204
Unspecified: 515

Total: 7,337

Our performance response times for 2015/16:

​Stage One within: 1,850
Stage One outwith: 498
​Stage Two within: 67
​Stage Two outwith: 3
​Total: 2,418

Overall % within Policy​

2015/16*:

​Stage One within: 79%
​Stage Two within: 96%
​Stage Two outwith: 79%

*Subject to audit

2014/15:

​Stage One within: 75%
​Stage Two within: 85%
​Stage Two outwith: 75%

After we have fully investigated a Stage Two complaint a third external stage is available if you are still dissatisfied. A Stage Three investigation is carried out by the SPSO.

In 2015/16 five complaints regarding Glasgow Life were referred to the SPS0 of which none were upheld.

Improvements Made Last Year

Every year Glasgow Life implement a series of changes as a result of feedback from our customers. Here are some examples of service improvements we made last year.

Glasgow Club Gorbals
"Accessible parking bays being misused" - These bays were repainted and appropriate signage was installed. In addition, car park security staff are also in place.

Glasgow Music and Cultural Venues  - Woodside Hall
"No signage at Glenfarg Street entrance" - New signage is now in place identifying each entrance.

Glasgow Museums - St. Mungo Museum of Religious Life and Art
"Poor lighting leading to customer toilets" - Lighting have been repaired and stair nosing being reviewed.

Categories of Complaints

From complaints received in 2015/16, the following represents a sample of our top categories:

Glasgow Sport - Total 1,181
Customer Satisfaction - Customer Experience/Programmes/Equipment/Maintenance - 432
Cleanliness - 218

Glasgow Events - Total 141
Events - Ticket Allocation/Customer Experience/Environment - 133
Customer Satisfaction - 13

Glasgow Libraries and Communities - Total 350
Customer Satisfaction - Customer Experience/Stock/Equipment - 137
ICT - 50

Glasgow Museums and Collections - Total 248
Exhibitions - 55
Catering and Vending - 34

Glasgow Arts, Music and Cultural Venues - Total 186
Ticket Selling - 39
Events - 27