Complaints Procedure


What is a complaint? For the purpose of this procedure, a complaint may be defined as:

‘an expression of dissatisfaction by one or more individuals about the standard of service, action or lack of action by Information Services.’

A complaint may relate to:

  • the quality and standard of service
  • failure to provide a service
  • the quality of IT Services
  • treatment by or attitude of an Information Services team member
  • inappropriate behaviour by an Information Services team member
  • the failure of Information Services to follow an appropriate process
  • dissatisfaction with Information Services policies.

Complaints differ from escalations due to the expression of dissatisfaction within a complaint. Complaints can be triggered by anyone using services delivered by Information Services by phone, email, myservice or through a discussion with a member of the IS team. Normally, a complaint must be within six months of the event the customer wants to complain about. In exceptional circumstances, we may be able to accept a complaint after the time limit. If the customer feels that the time limit should not apply to their complaint, reasons would need to be given.