Complaints Procedure

If you are unhappy with our service, we would like to know.

We know that occasionally things go wrong and we would welcome the opportunity to deal with this quickly and put things right for you.

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.

Stage 1 (informal)

Talk to a member of staff. Anyone experiencing a problem is advised to report it to a DTS staff member as soon as possible. This may be via the IT Service Desk, your Business Relationship Manager or another member of the DTS team, including DTS Admin. 

Stage 2 (informal)

Send us a written complaint, either by this online form or via email. We will respond to you 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 Head of Customer Experience & Service Delivery. Your complaint will be shared with the Director and Deputy Director of DTS, as appropriate.

Stage 4 (formal)

In the unlikely event that your complaint is still unresolved you can use the formal University complaints procedure:

• Student complaints
• Staff complaints

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, as set out in the Digital Technology Services Complaints Policy.