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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

Learning from Complaints 2017 - 2018

View or download this file here.

Learning from Complaints 2016 - 2017

View or download this file here.

Learning from Complaints 2015 - 2016

View or download this file here.

Learning from Complaints 2014 - 2015

View or download this file here.