Complaints

Overview 

Version 1.2 – 26/10/2023

Objective 

We aim to provide the best possible service, but we appreciate that on some occasions you may have a concern or complaint. This document outlines our complaints procedure. 

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Stage One 

You can contact us by using our online feedback form that can be found on the IT Service website. The query will be dealt with by the most appropriate person, who will reply to you as quickly as possible, we strive to respond to you within 5 working days, and wherever feasible put things right immediately. 

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Stage Two  

If your complaint cannot be quickly and easily dealt with or if you are still unhappy you can make a formal complaint:  

• For University of Worcester students – the University’s Students Complaints Procedures should be used  
• If you are a member of staff or a visitor – please submit your complaint via email to the Deputy Director of IT who will make sure it is investigated by the appropriate Manager or Team Leader and reply to you as soon as possible. This will normally be within 20 working days of receiving the complaint 

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Stage Three 

If you are still not satisfied with the way your complaint has been handled:  

• For University of Worcester students – your complaint will be escalated in line with the University’s Students Complaints Procedures 
• For staff or visitors – please submit your complaint in writing to the Chief Information Officer (CIO) who will fully investigate your concern and reply with the results of the investigation and the proposed action or will indicate when this information will be available. This will normally be within 5 working days of receiving the complaint unless further investigation is required. In this case you will be kept informed of progress and given a timescale for completion 

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Contact information  

Deputy Chief Information Officer: c.garratt@worc.ac.uk 

Chief Information Officer: m.whiteside@worc.ac.uk 

Effective from: 01-11-2021 | Review Date: 01–11-2026