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Complaints Procedure

If you are unhappy with our service, we would like to know.

We know that occasionally things go wrong and we would welcome the opportunity to deal with this quickly and put things right for you.

How to make a complaint

In the first instance, talk to a member of staff. Anyone experiencing a problem is advised to report it to a DTS staff member as soon as possible. This may be via the IT Service Desk or another member of the DTS team, including DTS Admin. 

In cases where an informal solution cannot be found, or if you're not happy with the first response you receive, you can make a more formal complaint.

Stage 1 (informal)

Send us a written complaint addressed to the Service Desk Team Lead, either by this online form or via email addressed for the attention of the Service Desk Team Lead.  We will respond to you within five working days.

Stage 2 (formal)

If your complaint is not resolved by the Service Desk Team Lead, escalate this to the Digital IT Support Manager, either by this online form or via email addressed for the attention of the Digital IT Support Manager.

Stage 3 (formal)

If the Service Desk management team are unable to provide a satisfactory solution, escalate by writing directly to the Head of Service Delivery.

Stage 4 (formal)

If you are still not happy, please get back in touch, either by responding to the reply we have sent you, or by writing directly to the Director of Digital Operations and Service Delivery. Your complaint will be shared with the other Directors of DTS, as appropriate.

University Complaints Procedure

In the unlikely event that your complaint is still unresolved you can use the formal University complaints procedure:

Follow up

At the end of the process we will contact you to check that we have answered all the points you have raised.

If your complaint is upheld, we will also check that you are happy with the outcome.

All genuine complaints will be treated impartially, as set out in the Digital Technology Services Complaints Policy.

Systemic service issues & strategic issues

If your complaint is about our implementation of the University digital strategy, or you feel we have failed to solve a long-standing issue despite individual ticket escalations, you should involve your Business Relationship Manager (click link for who is your Business Relationship Manager), or email the Director of Digital Operations and Service Delivery.

Updated by lm920207 on 12/12/23