Page content

Digital Services welcomes feedback from its customers. Whilst most comments we receive are positive, we recognise that from time to time issues do arise and customers may occasionally wish to express dissatisfaction with aspects of the services we provide.

If you wish to use this form to make a complaint about one of our services, please see guidance below.

Complaint process

  • What is a complaint?

    "A complaint is deemed to be a clear expression of dissatisfaction with any aspect of the service provided by Digital Services."

  • What can I complain about?

    A complaint may relate to:

    • failure to provide a service
    • inadequate standard of service
    • dissatisfaction with Digital Services policies and procedures
    • treatment by or attitude of a member of staff

    This list does not cover everything. Your complaint may involve more than one service provided by Digital Services or someone working on our behalf.

  • How do I complain?

    In first instance, speak to the member of staff you are dealing with within the team, it may be easier to resolve directly with them. If not, you can make a complaint in writing via this feedback form.

    When complaining, tell us:

    • your full name
    • Ulster University (E-Code/A-Code/B-Code)
    • Date of Birth (Students only)
    • as much as you can about the complaint
    • what has gone wrong
    • how you want us to resolve the matter.

    Please note this email address is for complaints that relate to Digital Services Only.

  • What happens when I have complained?

    We will always tell you who is dealing with your complaint.

    Our complaints procedure has two stages:

    Stage one - frontline resolution

    We aim to resolve complaints quickly.  This could mean an immediate apology if we establish our service and support is not at the level we expect it to be.

    If we can't resolve your complaint at this stage, it may be because we need to establish more information.  We will explain this to you and advise of suggested timeline.

    Stage two - investigation

    Stage 2 deals with complaints which have not been resolved at Stage 1 and those which are complex in nature and require detailed investigation. The investigation will normally be carried out by the section manager.

    When using Stage 2 we will:

    • acknowledge receipt of your complaint within two working days
    • where appropriate, discuss your complaint with you to understand why you remain dissatisfied and what outcome you are looking for
    • give you a full response to the complaint as soon as possible and within 10 working days

    If the investigation is particularly complex and we need longer than 10 working days to resolve the problem, we will tell you. We will agree revised time limits with you and keep you updated on progress.

  • What if I'm still dissatisfied?

    After we have fully investigated, if you are still dissatisfied with our decision or the way we dealt with your complaint, you can contact Nicola Moore, our ICT Customer Services Manager on ne.kirkpatrick@ulster.ac.uk