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Complaints

We are committed to the delivery of high quality solutions and services designed to meet the need 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.

Complaint procedure

All direct service users can make a complaint. Issues relating to the quality of the services and facilities provided can be raised under the procedure.

StagePerson dealing with complaintCustomer actionCardiff University action
Stage one -
early resolution (verbal)
Staff member in CPD UnitComplaint to be raised verbally within seven calendar days of issue occurring. Contact: +44 (0)29 2087 5274Aim to resolve within seven calendar days.
Stage two -
early resolution (written)
Head of the Continuing Professional Development (CPD) Unit
Complaint to be raised within seven calendar days of the issue occurring or verbal response received at stage one.
Complaint to be raised by in writing to the Head of the CPD Unit
Aim to resolve within 14 calendar days.
Stage three -
formal
Complaints team, Strategic Planning and Governance
If you are dissatisfied with the early resolution stage outcome or your concern is of a serious nature you may submit a formal stage complaint. Formal complaints will follow the University’s complaints procedure
Aim to resolve within 14 calendar days.
Post complaint Administration Officer No actionFollowing the complaint – email to be sent to the complainant within seven days following a response to the initial complaint with a link asking for feedback of the general complaint process handling.

Please note that any complaints should be dealt with in stage order as detailed above – most complaints can be resolved in the early resolution stages

In order to improve the quality of the services delivered, a database of all formal complaints will be maintained by the University. The information contained therein along with relevant documentation will be confidential and used solely for reference, monitoring and analysis purposes in relation to the complaint procedure and such use will be subject to the provisions of the Data Protection Act.

Continuing Professional Development Unit