Scottish Graduate School for Arts & Humanities

SGSAH Complaints Procedure

Updated October 2026

1. Purpose of this Complaints Procedure

1.1 Context

The Scottish Graduate School for Arts and Humanities (SGSAH) is committed to providing an excellent and fair experience for funded PhD researchers, the wider SGSAH PhD community and all stakeholders. We have a duty to maintain and enhance the quality of our provision and to provide an effective system for handling complaints.  

This complaints guidance provides information to ensure that complainants can raise matters of concern without fear of disadvantage and in the knowledge that privacy and confidentiality will be respected. We value complaints and use information from them to support our stakeholders and help us improve our services.  

This document provides guidance for applicants, current award-holders and other SGSAH stakeholders on how to raise a complaint if an issue relates to:  

• How applications for funding have been handled by SGSAH  
• Any service provision offered by SGSAH 
• Actions or behaviour of any members of SGSAH staff 
• Experiencing or witnessing harassment or bullying through any aspect of SGSAH interaction and/or provision. 

This procedure also applies to complaints arising at SGSAH events and activities. The SGSAH Event Complaints Protocols guide staff on immediate action, escalation and recording at events. Any complaint requiring further consideration will be handled under this procedure or referred to the appropriate institutional process. 

1.2 Our commitment

All complaints will be recorded, along with any action taken, as part of the protocols at SGSAH’s host institution, the University of Glasgow. Records will include the nature of the complaint, any immediate action, escalation or referral and agreed follow-up, with information only shared where necessary.  

If the complaint relates to issues around supervision, institutional resources, any consideration of interruptions to study or any individual at your HEI (staff or student), it should be directed via your HEI’s complaints policy. If you are uncertain where to find this, please contact your HEI admin or the SGSAH Executive member from your HEI. If you are dissatisfied with the response your HEI, you can escalate your complaint to the next stage of your HEI’s Complaints Handling Procedure. 

Where the concern arises through any SGSAH activity, you should raise it with SGSAH so that any immediate action, or appropriate referral can be considered.  

1.3 Definitions

For the purposes of this document: 

• A complaint is defined as an expression of dissatisfaction around the standard of service, behaviours, action or lack of action by or on behalf of SGSAH. 
• The complainant is the person making the complaint.
• An appeal is a formal process for reconsidering an official decision on funding applications or the wording/ terms/ conditions of an offer.  

2.    Raising a complaint with SGSAH

2.1 SGSAH Process

For any SGSAH related activities, including events, concerns may be raised with a team member or Event Lead. Staff will seek to resolve straightforward issues where comfortable and safe to do so and escalate concerns requiring senior oversight to the Head of Operations and Strategy. You may also contact the Head of Operations and Strategy or Director directly; you do not need to raise a complaint with event staff first. 

Where a complaint concerns the Head of Operations and Strategy, it should be referred directly to the Director. Where it concerns the Director, it should be referred to the Chair of the SGSAH Board. You will not be expected to raise or pursue a complaint through the person who is the subject of it. 

Stage 1: Frontline response

We aim to respond to complaints within 5 working days. This timeline could mean immediate action for straightforward issues requiring little or no investigation, or acknowledgement for more complicated complaints. If you are not satisfied with the response provided at this stage, we will explain next steps.  

Stage 2: Investigation

Stage 2 deals with two types of complaint: those where the complainant remains dissatisfied after stage 1 and those that clearly require investigation, and so are handled directly at this stage. The complaint will be acknowledged within 5 working days, with resolution or a definitive response provided within 20 working days. 

Concerns about bullying, harassment, discrimination, threatening or abusive behaviour, sexual misconduct or other serious inappropriate behaviour may require referral to a separate institutional or specialist process. The Head of Operations and Strategy, Director or Chair, as appropriate, will determine the appropriate referral and arrangements for impartial handling. Event staff will not undertake a formal investigation. Where another process applies, we will explain the route and any applicable timescales. 

Where there is an immediate risk to health or safety, venue emergency procedures should be followed and emergency services or appropriate support contacted without delay. SGSAH may take proportionate immediate action in relation to participation in its events while a complaint or institutional referral is considered. 

3.    General Principles 

1. If the complaint related to SGSAH is unresolved, it will be escalated to the Head of Operations and Strategy, then the Director and, where further oversight is required, the Chair of the SGSAH Board. Where a complaint concerns one of these individuals, it will be referred directly to the next appropriate person. This escalation route supports the two-stage process in section 2.1 and does not require complainants to approach each person in turn. The Chair will determine any further institutional referral or arrangements required to ensure impartial handling.  If the complainant is dissatisfied with the response from SGSAH they can escalate their complaint to the next stage of University of Glasgow’s complaints procedure. 
2. Complaints can be made verbally, in writing, face to face, by phone, email or letter.  
3. Confidentiality will be respected. Information on a complaint will only be shared with other parties where disclosure is required to ensure a fair investigation or to meet safety, legal or institutional requirements (e.g., an applicant’s identity may be disclosed to a person or body who is the subject of the complaint or whose decision is being appealed). Those raising concerns will not be disadvantaged for doing so, and no assumptions will be made about the outcome of an allegation. 
4. All parties involved in the complaint are required to respect SGSAH values, and act fairly and courteously towards each other.  
5. Those involved in the complaint may act through representation, e.g., staff from one of the SGSAH member HEIs, a family member (for applicants), or a trade union representative (for members of staff).  
6. Time limits will normally be met by all parties, although may be extended if necessary, in order to ensure a fair outcome.  
7. Appropriate steps will be taken to ensure that anonymous tips or complaints or those made by third parties will be considered where there are compelling reasons to do so.  
8. SGSAH may decline to consider a complaint where the matters in dispute are being considered or have been decided by an external body, such as a court or tribunal.  
9. If SGSAH is conflicted, or otherwise unable to determine the matter, it will defer to the University of Glasgow complaints procedures. Those determining the complaint or appeal should not have any conflict of interest in the matter.
10. Anyone who has followed the SGSAH and/or the University’s Complaints Procedure and remains dissatisfied with the final response may seek Independent External Review of their complaint by contacting the Scottish Public Services Ombudsman.