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Customer complaints

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

Our complaints procedure

If you are not happy with the service you have received from HESA, we’d ask you in the first instance to discuss your concerns with the person you have been dealing with. They may be able to provide an explanation and assist with rectifying the issue.

If you are unable to resolve the matter, you can contact us by email ([email protected]) or by writing to: Customer Complaints, HESA, 95 Promenade, Cheltenham, GL50 1HZ. To help us resolve your complaint, we'll need:

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

Once you've contacted us, we'll 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 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. In the event that a complaint is referred for further investigation, we will make sure that the person investigating does not have a conflict of interest with the subject of the complaint.

Complaints which a Director classifies as 'serious' will be referred to the Chief Executive for investigation. The Chief Executive’s office will respond to you directly to provide an update on progress of your complaint and provide an indication of timescales for a formal response.

Standards of service

We strive to investigate complaints quickly and thoroughly. The timeline below gives further information about how long it should take to investigate complaints, though in exceptional circumstances it may take longer.

  • Within three days, we will acknowledge receipt of your complaint
  • Within two weeks, we will either have responded to your complaint or let you know that it is proceeding to further investigation
  • Within four weeks, we will advise you of the outcome of the further investigation (exceptionally this might take longer but you will be advised in writing if this is the case)

In this policy references to HESA covers both the Higher Education Statistics Agency Limited and/or HESA Services Limited as appropriate.