Complaints Policy

We endeavour to provide a good, prompt and courteous service at all times. However, we recognise that there may be occasions when we fall short of this or when we contact you but don’t fully address an issue. We have a formal procedure to ensure that your complaint is dealt with in a prompt, polite and professional manner, and help us to improve our service for all staff and students.

What is a complaint

For the purposes of this policy, a complaint is deemed to be a clear expression of dissatisfaction with any aspect of the service provided by IT Services. Where possible we will keep your complaint confidential, but we cannot respond to anonymous complaints.

How will your complaint be handled

If you make a complaint to IT Services, we will give you a unique reference number and the name of the person who will be dealing with your complaint.

The Service Owner responsible for the service you are dissatisfied with will respond to your complaint by telephone or email. They will aim to respond to your complaint within ten working days. However of the matter is particularly complex, they  and when it is expected to be resolved.

Escalation of your complaint if you are not satisfied

Should you find that your complaint has not been dealt with to your satisfaction, the complaint will be escalated to a member of the IT Partnering team or appropriate College IT Managers as detailed below:

College of Social Science, Arts and Humanities

IT Business Partner Dan Porter
Email dp89@le.ac.uk
Telephone 0116 229 7976
Mobile 07795 046 278

College of Science and Engineering

College IT Manager Andrew Myers
Email gps@le.ac.uk
Telephone 0116 252 3797

Life Sciences at Leicester

College IT Manager Jitin Liladhar
Email jkl5@le.ac.uk
Telephone 0116 252 3057

Estates and Campus services

IT Business Partner Dan Porter
Email dp89@le.ac.uk
Telephone 0116 229 7976
Mobile 07795 046 278

Student Academic Services and University library

IT Business Partner Kavita Navekar
Email kn131@leicester.ac.uk

Human Resources, Finance, Research Enterprise Division and External Relations

IT Business Partner Edward Matts
Email edward.matts@leicester.ac.uk

If we still fail to resolve the complaint to your satisfaction, you can contact Ismail Patel, IT Service Desk Manager, by phone: 0116 229 7282.

Student formal complaints to the University

If you are a student, and you are not happy with the way your complaint has been dealt with, you can make a formal complaint to the University. Details of the formal complaint process are available on the University’s Student Complaints webpage.

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