Complaints procedure

Information Services welcomes comments or complaints from students that cover any expression of dissatisfaction with the standard of service, actions of staff, or levels of service provision we provide.

This procedure tells you how to raise matters of concern with Information Services.

Where you feel able to approach a member of staff within Information Services directly, we will attempt to resolve your complaint informally where the problem arises. If this is not possible then you should refer to the University Complaints procedure.

Download: University Complaints Procedure (PDF, file size: 97.55KB)

How to Complain

The majority of concerns can be resolved quickly by talking through the matter. If possible you should contact the appropriate member of staff in Information Services, either personally at one of the Information Services Help Desks, or by email or by telephone.

If you wish to complain about your treatment by a specific individual, you should, if possible, try to approach this person in the first instance. However, we recognise that this is not always appropriate and in all cases you can, if you wish, talk informally with a more senior member of staff.

What Happens Next?

In all cases, details of your complaint (and resolution where possible) will be passed to the appropriate senior member of staff. You are welcome to make an appointment to see the appropriate member of staff if you wish.

If your complaint was not resolved, then you should receive an acknowledgement within 2 days, and normally a formal response within 2 weeks. You will be kept informed if the response requires a more lengthy investigation.

If you are not satisfied with the response, then you may refer the matter to the Director of Information Services or enter a formal complaint using the University Complaints procedure.

What Records are Kept?

Details of the nature of all complaints and their resolution are kept by the appropriate member of Information Services staff. These help us to make improvements when we review the service and make investment decisions.


Information Services Customer Support Centre
t: 01785 353800