Complaint Management Process


IT Services takes pride in delivering a quality service to its university staff and students.  We do acknowledge that from time to time you may feel that our normally high standards are not being met.  

If there is an aspect of our service that you are not satisfied with, please let us know as soon as possible. Complaints can be made in a number of ways:


You can log your compliant online in our Service Management Suite. This will generate an IT Service Desk ticket with a unique reference, which will be assigned for further investigation.

Verbal complaints

You can contact the Service Desk, who can log any concerns or issues on your behalf:

Telephone: 01202 (9)65515

Written complaints

You can email, with the subject heading ‘Complaint’. 

What IT Services will do

When you make a complaint we will:

  • Record and classify according to the urgency and/or severity of the complaint
  • Handle your complaint confidentially and investigate the issues thoroughly 
  • Provide you with the name and contact details of the person who is dealing with your complaint 
  • Keep you informed of the progress of the investigation 
  • Contact you to ensure you are satisfied with IT Services' resolution to your complaint.  If not, the complaint will be re-investigated to ensure that we have treated you fairly and without bias
  • Ensure that the University as a whole is aware of complaints and any underlying issues, and the Service Improvement Plan (SIP) will be updated to ensure that there are no recurrences of your grievance