Complaints Procedure

External Relations is a professional arm of the University of Leicester with a 'student' and 'client first' approach. We recognise that occasionally things can go wrong. In many cases issues, problems or misunderstandings can be dealt with by discussion between the parties involved but in other instances, it may be appropriate to pursue the matter in a more formal way.

A complaint may be defined as “an expression of dissatisfaction or concern that needs a response”. The expression of dissatisfaction or concern may take the form of an informal verbal complaint, an informal, or a formal written complaint.

These notes are intended as a guide on the way that complaints should be generally pursued, and are intended to help resolve problems in an effective way. Those making a complaint can expect their complaint to be dealt with promptly and fairly, and in accordance with the appropriate procedure. The University is committed to working in an open and accountable way that respects all members of the University community.

Informal complaints

If you have a complaint, in the first instance please contact us by emailing externalrelations@le.ac.uk or calling 0116 252 5386. Resolving complaints informally is our preferred method, and we aim to deal with the majority of complaints in this way.

Your complaint will be acknowledged within 24 hours (excluding weekends, public holidays and official University holidays) and responded to fully within 10 working days of receipt of the complaint.

Formal complaints

Should you find that your complaint has not been dealt with to your satisfaction and you remain dissatisfied, you should download and complete the External Relations Division Formal Complaints Form and provide as much information as possible about the nature of the complaint, when the issue first arose, referring to any communication you have already had on the matter, and specifying in what way the contact with the original section of External Relations Division has failed to provide a satisfactory response. Please return the form to:

Chief Marketing and Engagement Officer
University of Leicester
University Road
Leicester
LE1 7RH

Your complaint will be acknowledged within 24 hours (excluding weekends, public holidays and official University holidays) and responded to fully within 10 working days of receipt of the complaint.

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For all other enquiries, please contact the External Relations Division by email:
ERD-requests@le.ac.uk or call 0116 223 1756