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:

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: (Elizabeth Kensler) or
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,
Tel: (calls dealt with initially by the Customer Services Team) (01970) 622400 Internal: 2400.

 Postal Address: as above

Stage 4

Where a Complainant is not content with the substantive response received following the previous stage of the process, they may appeal and request that the response is reviewed at a higher level within the University. In such circumstances, the Complainant should formally request a review of the response received via:

• e-mail to; or

• post to the Vice-Chancellor’s Office, Aberystwyth University,   Visualisation Centre, Penglais, Aberystwyth, SY23 3BF

We value feedback on the effectiveness of our complaints procedure and any comments should be directed to (Elizabeth Kensler) or 

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


This Policy is maintained by Information Services, was last reviewed in March 2023 and is due for review in March 2025.