IS customer complaints procedure
Name of policy, procedure or regulation
IS customer complaints procedure
Purpose of policy, procedure or regulation
To ensure customers have a route to
channel complaints about IS which
have not been resolved informally
Who formally approved this procedure?
Information Strategy Group
Who has responsibility for its update?
Information Services
To whom does this procedure apply?
All University staff
Date of approval
23.9.11
Proposed date of review
Annual
Introduction
Information Services is committed to monitoring and evaluating its services to enhance their
quality. We welcome feedback and comments on the services we provide.
All complaints are given full consideration and you will not be disadvantaged if you make a
complaint. The service expects that complainants will not engage in frivolous or vexatious
complaints. Where a complaint fails to provide reasonable evidence to substantiate their
allegations, the service reserves the right not to progress the complaint further.
The service also expects that a complainant will pursue any complaint in a proper manner
which is compatible with the staff Code of Conduct. If this is not the case, the service
reserves the right to terminate the complaint investigation.
There is a formal procedure for students to register a complaint but nothing similar for staff.
In the absence of a University complaints procedure for staff, it is appropriate to develop a
service level approach. This policy is aimed at providing mechanism for staff complaints
about a service or problem resolution and not directly about a member of staff. Other
University policies such as grievance, performance management and disciplinary should be
consulted in this case.
Purpose
The complaints procedure aims to:
 Be easily accessible
 Resolve complaints informally at a local level wherever possible
 Allow speedy handling with established time frames for action
 Ensure a full and fair investigation
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Respect complainants desire for confidentiality wherever possible
Provide an effective response and appropriate redress
Feed back into IS services to ensure that services improve
What is a complaint?
The complaints procedure covers any expression of dissatisfaction about:
 Standards of service
 Actions or lack of actions by IS staff in providing the service or problem resolution
It does not cover:
 Requests for new or different services
 Grievance procedures
Who can complain?
Any current member of staff receiving a service from IS or any current member of staff who
is affected by IS services. Anonymous complaints will not be accepted. Please also see the
University Code of Conduct - inappropriate or offensive comments will not be accepted and
may result in further action being taken against the complainant.
Before you complain please consider talking to us informally first so that we can try and
resolve the problem.
If you decide to complain, IS will:
 Handle your complaint in a quick, polite and straightforward way
 Investigate your complaint thoroughly and impartially
 Inform you of when you can expect a reply
How to complain
Stage 1 (informal)
We try to resolve any complaint informally at the point at which the problem arose. If
possible you should firstly:
Telephone an appropriate member of staff or
Call in and see an appropriate member of staff or
Email an appropriate member of staff
If you wish to complain about your treatment by a specific individual, you should try this
approach in the first instance. Alternatively, you can raise the matter with their line
manager (if you know who this is) or the Associate Director, Customer Services –
Information Services or consult Personnel.
Stage 2 (formal)
If you feel unable to approach the individual or the Associate Director or you consider the
matter has not been satisfactorily resolved, you should complete an IS complaint form
available on the IS web pages. You should complete this within 15 working days of the
incident occurring. You should indicate on the form what remedy you are seeking as a result
of the complaint.
Send the completed form to the Director, Information Services who will acknowledge
receipt and investigate your complaint. The Director has the right to meet with an interview
any person referred to in your complaint.
A response will be sent to you within 20 working days. We will keep you informed if the
investigation is likely to take longer. If your complaint is upheld, our response will let you
know what action the service intends to take.
If you are unhappy with the response, you have the opportunity to request an informal
meeting with the Director of Information Services. You must do so in writing within 7
working days of receiving the decision.
Confidentiality
As far as practicable confidentiality will be preserved during the investigation
Information Services complaint form
Your name:
Your contact address:
Your department:
Your contact telephone number:
Your email address:
Date:
Remedy you are seeking
Nature of your complaint
……………………………………………………………………………………………………………………………………………….
Official use only
Complaint received on:
Acknowledgement sent on:
Forwarded to:
On:
Acknowledged by:
On:
Action taken