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Complaints Process

The Campus Services team welcomes feedback from its customers. Whilst most of the feedback we receive is positive, we recognise that from time to time problems do arise and customers may occasionally wish to express concern or dissatisfaction with aspects of the services we provide.

We aim to use the feedback gathered from such complaints positively to help us improve the services we offer and to enhance the University experience for all customers.

Anyone who receives, requests or is affected by our services can make a complaint.

What is a complaint?

"A complaint is deemed to be a clear expression of dissatisfaction with any aspect of the service provided by Campus Services."

What can I complain about?

A complaint may relate to:

  • failure to provide a service
  • inadequate standard of service
  • dissatisfaction with Campus Services policies and procedures
  • treatment by or attitude of a member of staff
  • disagreement with a decision where the customer cannot use another procedure (for example an appeal) to resolve the matter

This list does not cover everything. Your complaint may involve more than one service provided by Campus services or someone working on our behalf.

What can't I complain about?

There are some things we can't deal with through our complaints handling procedure. These include:

  • a routine first-time request for a service
  • a request for compensation
  • disagreement with a decision where a right of appeal exists
  • an attempt to reopen a previously concluded complaint or to have a complaint reconsidered where we have already given our final decision

How do I complain?

You can complain in person to any of our staff members, or by phone or email.

It is easier for us to resolve complaints if you make them quickly and directly to the office/team concerned. So please talk to a member of our staff at the service you are complaining about. Then they can try to resolve any problems on the spot.

When complaining, tell us:

  • your full name and address
  • as much as you can about the complaint
  • what has gone wrong
  • how you want us to resolve the matter.

Contact details:

Please note this email address is for complaints that relate to Campus Services i.e. Security, Portering, Cleaning, Building Support, Postal Services, or Reception Services.

What happens when I have complained?

We will always tell you who is dealing with your complaint.

Our complaints procedure has two stages:

Stage one - frontline resolution

We aim to resolve complaints quickly and close to where we provided the service. This could mean an on-the-spot apology, an explanation if something has clearly gone wrong and immediate action to resolve the problem.

If we can't resolve your complaint at this stage, we will explain why and tell you what you can do and who to contact next. We might suggest that you take your complaint to Stage 2. You may choose to do this immediately or sometime after you get our initial decision.

Stage two - investigation

Stage 2 deals with complaints which have not been resolved at Stage 1 and those which are complex in nature and require detailed investigation. The investigation will normally be carried out by the section manager.

When using Stage 2 we will:

  • acknowledge receipt of your complaint within two working days
  • where appropriate, discuss your complaint with you to understand why you remain dissatisfied and what outcome you are looking for
  • give you a full response to the complaint as soon as possible and within 10 working days

If the investigation is particularly complex and we need longer than 10 working days to resolve the problem, we will tell you. We will agree revised time limits with you and keep you updated on progress.

What if I'm still dissatisfied?

After we have fully investigated, if you are still dissatisfied with our decision or the way we dealt with your complaint, you can write to the Head of Campus Services.

Contact details:

Lucy Virtue

Campus Services Director

Room G22, Whiteknights House

University of Reading

Reading

RG6 6AH

Contact Details