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Make a Complaint

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Information Services is committed to the delivery of high quality solutions and services designed to meet the needs of all of our customers.

We consistently strive to provide these services in a professional, fair and courteous manner, within both the letter and spirit of the University's Equal Opportunities Policy and the Dignity at Work and Study Policy.

On those rare occasions where a service, member of staff, or facility fails to meet a customer's expectations, customers are encouraged to provide constructive feedback which will help us to continually improve the services we offer. Our customers include students, staff and members of the public. Information on how to make a complaint is detailed below.

Information Services processes for making a complaint complement the informal stages of the University Procedures for handling staff and student complaints. These include the University Procedures for the Resolution of Students' Concerns / Issues and the relevant HR Procedures.  Complaints received from members of the public will be handled under the University's Third Party Process as outlined in the Dignity at Work and Study Policy.

What should I do if I want to raise a complaint?

Complaints must be reported within 28 days of the incident taking place, unless there is a valid reason why this has not been possible.

A complaint may be reported in one of the following ways:

  • In person to a member of staff (verbally);
  • Completing a complaint form - available in all key locations;
  • Submitting an online complaint form;
  • Emailing INSRVComplaints@cardiff.ac.uk.

Information Services will:

  • Record the complaint and ensure that the nature and any resolution of the complaint is passed to the relevant Information Services Service Owner or Staff Manager;
  • Undertake to provide an initial response to any written complaint within three working days of the complaint being resolved. If a reply from the customer is not received within ten days, the complaint will be closed at that stage and a resolution letter will be issued;
  • Ensure complaints about our services, staff or facilities are handled professionally, appropriately and promptly, with satisfactory outcomes for all parties wherever possible.

If you are a student, your complaint will be handled under the informal stage of the University's Procedures for the Resolution of Students' Concerns / Issues. If it cannot be resolved at the informal stage, students can request to instigate the formal stage of the Procedure.

If you are a member of staff and your complaint cannot be resolved informally, the relevant HR Procedure will be followed.

If you are a member of the public, your complaint will normally be handled under the Third Party Process as outlined in the University's Dignity at Work and Study Policy.

Complaints made by Information Services staff about customers will be handled via the Student Conduct and Discipline Procedure (for students) or via the University Grievance Procedure (for staff).


Complete an Information Services complaint form

Read our customer complaint report, November 2013 - May 2014

Find out more about the services we provide in the Business Services Catalogue

Customer Care Policy

Service Standards

University policies