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.

Complete the Comments, Complaints and Suggestions form

How will your complaint be handled

If you lodge a complaint with IT Services, we will give you a unique reference number and the name of the person who will be dealing with your complaint. This reference number may be the same reference number given for the initial Support Request; this will keep the details of the Support Request and the complaint together.

The Service Owner responsible for the service you are dissatisfied with will respond to your complaint. They will contact you in person by telephone or email. Most complaints can be dealt with satisfactorily in this informal way, within a short timescale.

The Service Owner will endeavour to provide a response within ten working days of receiving your complaint, or, if the matter is particularly complex, you will be given an indication of how the matter will be taken forward, 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 Partnering team Sandy Pearson Dan Porter
Email spe@le.ac.uk dp89@le.ac.uk
Telephone 0116 229 7958 0116 229 7976
Mobile 0777 197 8043 07795 046 278

College of Science and Engineering

College IT Manager Andrew Myers
Email gps@le.ac.uk
Telephone 0116 229 3797

College of Medicine, Biological Sciences and Psychology

College IT Manager Jitin Liladhar
Email jkl5@le.ac.uk
Telephone 0116 229 3057

Corporate Services

Student and Academic Services, External Relations, Library, Residential and Commercial Services, Student Support Services (Careers, Welfare, Counselling, Sports), Biomedical Services, Leicester Learning Institute and ELTU

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

Corporate Services

Finance and Business Development (inc. Finance. Research Support Office and Enterprise Business Developement), College Court, HR and Estates.

IT Partnering team Howard Taylor
Email ht87@le.ac.uk
Telephone 0116 229 7646
Mobile 07905 486 557

If we still fail to resolve the complaint to your satisfaction with the above procedure, please address your complaint in writing to the Director of IT, itdirector@le.ac.uk.

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