Our complaints procedure

IT Services are committed to providing good quality services. Sometimes we get things wrong, or make mistakes. To deal with these situations, we have an escalation and complaints procedure.

You may be unhappy with the way we are currently handling a support request for you - perhaps it is taking too long to resolve or you feel we have misunderstood your requirements.

If this is the case then please let us know - it may help us resolve not only your issue but also prevent others from experiencing it in the future.

We will act on your complaint

We do not view complaints as negative they often highlight an opportunity to improve a service we provide or the way we work. Please tell us if you feel we have made a mistake or responded in an unsatisfactory or unacceptable way.

Even if you feel you have a concern rather than a ‘complaint’, we would still like to know about it – your feedback may help us to improve something we would otherwise miss.

How to contact us

If you need to escalate or complain about the way we have handled a support request you have raised, contact our IT Customer Service Operations manager Chris Tilbury by email cjt23@le.ac.uk or phone 0116 229 7284.

If Chris is unable to help resolve your complaint, he will escalate it to a member of the Partnering team for your college/division. Or, if you need to complain about an issue unrelated to a Support Request, you can contact a member of the Partnering team directly:

Corporate Services

College of Arts, Humanities and Law
College of Social Science

College of Science and Engineering
College of Medicine, Biological Sciences and Psychology

Take your complaint further

If you have complained and are still unhappy with our response, you can escalate your complaint to Liz Bailey, Assistant Director, Service Delivery in IT Services by email emb25@le.ac.uk or phone 0116 229 7982.