Complaints process
IT Services takes pride in delivering a high quality services to its University customers. We do acknowledge that from time to time our customers may feel that our normally high standards are not being met. If you feel a need to make a complaint this page explains how we process and deal with your grievance.
| Receive and classify | Your complaint will be recorded and classified according to the urgency and/or severity of the complaint. |
| Acknowledge | You will receive a formal, written acknowledgement, containing an expectation of when you will receive a response, and to whom we have assigned your complaint. |
| Investigate | All aspects of your complaint will be investigated thoroughly to ensure that key facts are identified and clarified. |
| Resolve and confirm | This stage will ensure that any final resolution is clear and fair. At this point a senior member of the University will confirm any action and resolution. |
| Respond to customer | We will provide you with a clearly explained resolution within an agreed timescale. |
| Follow up | We will contact you to ensure you are satisfied with IT Services' resolution to your complaint. |
| QA and close | We will ensure that the University as a whole is aware of complaints and any underlying issues. |
