We hope that the services and standards of provision that you receive from IT Services meet or exceed your expectations. However, we recognise that there may be times when this is not the case and you have cause for concern. In such cases we ask that you provide us with feedback or make a complaint so that we can put things right and improve our services.
Your feedback will be treated seriously and without recrimination. All correspondence related to a formal complaint made as described below will be dealt with in confidence, subject to the need to share information in order to investigate the matters that are the subject of your complaint. This may include sharing information with members of staff who have been involved in such matters.
University policy
Guidance for students making a complaint or academic appeal is published on the University website. We will acknowledge, consider and respond to your complaint under Stage 1 (Local Resolution) of the procedure relating to academic, administrative and support provisions. If this does not resolve the matter satisfactorily then you may raise the matter with the Proctors under Stage 2.
For complaints made by members of staff, our investigation and response will be in accordance with University grievance procedures where applicable. If our response does not resolve the matter satisfactorily then you may raise the matter with the Registrar.
Informal resolution
In the first instance, please raise your concerns with the member of IT Services staff who you have had contact with already. If you are not in touch with anyone then please contact our service desk.
In many cases your concerns can be resolved at this informal stage. It will help if you can describe clearly how we have failed to meet your expectations, and include any call reference numbers or provide copies of related correspondence.
Formal complaint
If you feel that the outcome of informal resolution has not satisfactorily addressed your concerns then please contact us by email to complaints@it.ox.ac.uk. You can also contact us on this address if you do not feel able, or it is inappropriate, to raise your complaint as outlined above. Please include:
- A clear statement of how we have failed to meet your expectations
- The date or period that this relates to, if applicable
- Any call reference numbers or copies of related correspondence
- University contact details so that we can get in touch to discuss the issues raised
Please do not include personal information such as staff names in your initial contact with us; we will request these details confidentially when we need them.
We will acknowledge your complaint within 5 working days and provide a written response within 20 working days. If you are not happy with this response then you can request escalation to the Head of Department (Chief Information Officer) within 2 weeks. The Head of Department will review your complaint and provide a written response within 20 working days.
