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 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|
|Telephone||0116 229 7958||0116 229 7976|
|Mobile||0777 197 8043||07795 046 278|
College of Science and Engineering
|College IT Manager||Andrew Myers|
|Telephone||0116 229 3797|
College of Medicine, Biological Sciences and Psychology
|College IT Manager||Jitin Liladhar|
|Telephone||0116 229 3057|
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|
|Telephone||0116 229 7976|
|Mobile||07795 046 278|
Finance and Business Development (inc. Finance. Research Support Office and Enterprise Business Developement), College Court, HR and Estates.
|IT Partnering team||Howard Taylor|
|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, email@example.com.