What to do if you want to make a complaint

CiCS Complaints Procedure

Corporate Information and Computing Services (CiCS) is responsive to the needs of our students, staff and visitors and welcomes comments and complaints as a means of improving services. We won't necessarily be able to change the things in the way that you would like or always meet your needs but we will always be able to give you an explanation of how a decision has been made. We will always be professional and courteous in dealing with complaints and we will try to be as quick as we can in responding to you.

This procedure explains:

  • How to make a complaint
  • How you can expect us to deal with it
  • What you can do if you are unhappy with our response

Informal complaints

If you have a complaint, in the first instance please contact us by emailing cicscustomerservice@sheffield.ac.uk or calling the CiCS Helpdesk on 0114 222 1111.

Your complaint will be acknowledged within 24 hours (excluding weekends, public holidays and official University holidays) and responded to fully within 5 working days of receipt of the complaint. If circumstances mean a full response is likely to take longer, we will inform you of this and keep you informed of the progress.

Formal complaints

Stage 1

If you are unhappy about a response you receive having made an informal complaint, if the complaint is actually about the member of staff involved or if you feel that the complaint warrants further investigation then you may initiate a formal complaint. To do this you must complete a Complaints Form which will be sent to:

Mr Daniel Courtney
Head of Frontline IT Services
Corporate Information & Computing Services
The University of Sheffield
10-12 Brunswick Street
Sheffield S10 2FN

Email: d.courtney@sheffield.ac.uk

We will acknowledge receipt of your complaint within 24 hours (excluding weekends, public holidays and official University holidays).

You will receive a written response within 5 working days of the complaint being received. If circumstances mean a full response is likely to take longer, we will inform you of this and keep you informed of the progress.

Stage 2

If you are unhappy with the response received at Stage 1, then you may appeal to the Director of IT stating the reason why you are unhappy with the initial response. You should include a copy of the complaints form submitted at Stage 1, along with an updated form explaining why you are unhappy with the response received. This will be sent to:

Bella Abrams
Director of Information Technology
Corporate Information & Computing Services
The University of Sheffield
10-12 Brunswick Street
Sheffield S10 2FN

You will receive an acknowledgement within 48 hours (excluding weekends and holidays) from receipt of the appeal and a full written response within 10 working days. If circumstances mean a full response is likely to take longer, we will notify you of this and keep you informed of the progress.

The University of Sheffield Case Review

If, following stage two, you believe that the complaint has not been resolved satisfactorily, you can request that your case is reviewed by the University of Sheffield. Further details of the procedure are available on the Student Services website Complaints page.

Confidentiality

All complaints will be dealt with confidentiality, though enquiries may have to be made to investigate the matters that are the subject of the complaint. The effectiveness of any complaints procedure depends on the University being able to collect appropriate information from the parties involved in order to investigate the matter properly. For this reason, anonymous complaints will not be dealt with.