Complaints

We take your complaints about our services very seriously, and will try to address your concerns swiftly and thoroughly.

Our complaints procedure

HESA (now a part of Jisc) has a major service role and we aim to offer efficient, professional support to all of our customers. We endeavour to ensure that all complaints are handled in a professional and timely fashion, and that all related underlying problems are identified and fed into our corrective action process. We welcome feedback from customers as this helps us to improve the service we deliver to you.

If you wish to raise a complaint, please contact us by sending an email to [email protected].

To help us resolve your complaint, we will need:

• A description of your complaint
• What you'd like us to do to put things right
• Your name
• A daytime phone number and the best time to contact you.

Once you've contacted us, we will do our best to resolve any complaints promptly. If we need more time to complete our investigations, we will keep you regularly updated with our progress. We aim to respond to all customer complaints within 24 hours and seek to resolve complaints where practical within 20 working days.

We will log receipt of your correspondence and refer your complaint to the relevant Head of department. In most cases, the Head of department will respond directly and consider whether or not your complaint raises issues of service quality. In some circumstances they may decide that your complaint requires more detailed consideration. If so, they will refer the complaint to a Director for further investigation before responding. Depending on the seriousness of the complaint, we have complaints escalation points, which are activated and attract the correct level of attention within the company, in order to bring a speedy and satisfactory resolution for you.