Information Services Complaints Procedure

This procedure is for University staff, visitors and members of the public ONLY.

Students should follow the University complaints procedure available at: http://www.aber.ac.uk/en/regulations/complaints/

If you are unhappy about a service provided by Information Services, or if we have not done something which we promised to do, the best way for us to make improvements is to hear from you. We value your opinions.

Making a complaint

Stage 1

Contact the Manager of the service about which you wish to complain as soon as possible and they will, wherever possible, put things right immediately. If it is not possible to address the matter in the way you wish, the Manager will explain the reasons.

Stage 2

If you are not satisfied, or if you wish to complain in writing, you should address your complaint to the Customer Services Manager, Information Services. The complaint may be managed directly by the Customer Services Manager or by the Manager of the area to which your complaint relates. They will investigate and reply to you in writing within 5 working days. The response will describe the results of the investigation and the proposed action or will indicate when this information will be available.

Contact Information:

Customer Services Manager,
Email: csmstaff@aber.ac.uk,
Tel: (calls dealt with initially by the Customer Services Team) (01970) 622400 Internal: 2400.

Postal Address:
Information Services
Hugh Owen Building
Aberystwyth University
Penglais Campus
Aberystwyth SY23 3DZ

Stage 3

If you are not satisfied with the way in which your complaint has been handled, or if the complaint is of a very serious nature, you should contact the Director of Information Services. Your comments will be given the fullest attention and a written response will be sent to you within 5 working days.

Contact Information:

Tim Davies, Director of Information Services,
Email: tid@aber.ac.uk
Tel: (calls dealt with initially by the Customer Services Team) (01970) 622400 Internal: 2400.

 Postal Address: as above

Stage 4

Whilst we will make every effort to resolve your complaint if, for any reason, you are not satisfied with the response you may progress the matter via the Pro Vice Chancellor's Office

Pro Vice Chancellor's Office
Old College
Aberystwyth University
Aberystwyth
Ceredigion
SY23 2AX

Tel: 01970 62 (2008)
Email: rkd@aber.ac.uk

 

We value feedback on the effectiveness of our complaints procedure and any comments should be directed to csmstaff@aber.ac.uk 

Information Services will ensure that when a complaint is upheld, the outcome of the complaints process is satisfactory for the complainant.