Complaints
If you are unhappy, please tell us.
We know that occasionally things go wrong, and we welcome the opportunity to deal with these situations quickly and put things right.
In cases where an informal solution cannot be found, or if you're not happy with the first response you receive, you can make a more formal complaint.
Complaints procedure
Stage 1 (informal) - talk to a member of staff. Anyone experiencing a problem is advised to report it to a staff member as soon as possible.
Stage 2 (informal) - send us a written complaint, either by email or by completing a comments card (available in Library buildings). Find more details about how to contact us on our feedback page. We will respond within five working days.
Stage 3 (formal) - if you are still not happy, please get back in touch, either by responding to the reply we have sent you, or by writing directly to the IT Support Manager jo.loftus@york.ac.uk who will share your complaint with the senior management team.
Stage 4 (formal) - in the unlikely event that your complaint is still unresolved you can use the formal University complaints procedure:
Formal complaints are to be used if you wish to claim that:
- the service delivered to you was unsatisfactory
- the environment we provide is unsatisfactory
- a member of IT Services staff did not act appropriately
- our policy is wrong or unfair
At the end of the process we will contact you to check that we have answered all the points you have raised.
If your complaint is upheld, we will also check that you are happy with the outcome.
All genuine complaints will be treated impartially.