Complaints procedure for the Web
1. Overview
1.1 The University welcomes comments and suggestions about the web services it provides. Anyone wishing to make a suggestion or comment can do so by contacting the Web Office.
1.2 As a general principle, the University anticipates that complaints will normally be dealt with informally in the first instance. Anyone with a complaint should seek to bring it to the attention of the University, using the procedure outlined below, as soon as possible following the occurence of a problem and ideally within one calendar month. Many complaints can be dealt with quickly and effectively in this manner without recourse to a formal procedure.
1.3 The University requires all its staff and students to adhere to standards of conduct as outlined in the University Ordinances and Regulations; the IT Services regulations have specific reference to uses of the Web.
1.4 Web pages subject to investigation may be removed or blocked until the complaint has been resolved.
2. Informal procedure
2.1 Anyone who experiences a problem with the web service provided by the University should raise the matter directly with the Web Office, giving sufficient information to locate the material (such as the URL) and clearly outlining the grounds for complaint.
2.2 The Web Office will approach the individual responsible for the material in question and try to resolve the matter. Responsibility for different types of web page is allocated in the following way:
- If the item is in a user web area, the individual owning that area will be contacted.
- Otherwise the person responsible for management of web pages and/or Web Servers in the department, institute, research group or office will be contacted, according to the contacts list maintained by the Web Office.
- If the complaint relates to web pages belonging to the Athletic Union, Students' Union, Graduate Students' Association or Overseas Students' Association the respective President is the responsible person.
- If the complaint relates to a student society, the Chair is the responsible person.
2.3 If the complaint cannot be resolved to the satisfaction of the complainant, the Web Office will contact the individual's line manager or Head of Department or, in the case of a student, the Academic Registrar.
3. Formal complaints procedure
3.1 The formal complaints procedure should only be used where the complainant feels that the nature of the complaint is too serious to be dealt with informally, or where a satisfactory conclusion has not been reached after following the informal procedure.
3.2 A formal complaint should be made in writing to the Registrar, who will acknowledge receipt and ensure that the matter is looked into as soon as possible.
3.3 Students can get help and advice on making a complaint from the Students' Union, the Overseas Students Association or the Graduate Students Association. Staff may seek the advice of their union or, particularly in the case of harassment, the Harassment Adviser's Network. Staff with language difficulties who need help to understand the procedure are advised to contact their line manager in the first instance.
3.4 An initial response to any complaint can be expected within seven days of its receipt; a full and considered response to the complaint should be completed within 30 days and any subsequent remedy implemented with the minimum of delay.
3.5 It is most unlikely that a complaint would remain unresolved after this stage. However, should this be the case, the complainant can request that the Registrar and Secretary refers the matter to another senior member of the University, appointed by the Vice-Chancellor, who will undertake an independent assessment of the case and come to a conclusion on the matter.
3.6 Should the complaint remain unresolved after having followed the formal procedure, or in the event that a complaint is against the Registrar him/herself, the complaint should be put in writing to the Vice-Chancellor.
4. Harassment
4.1 Additional information for anyone with a complaint relating to harassment by abuse of the University's web service can be found in the University's Code of Practice on Harassment. This code contains a suggested process for dealing with such issues at the informal stage and is available from the Equal Opportunities Office.
4.2 Formal complaints about harassment may be made under the formal complaints procedure outlined above.
5. Confidentiality
5.1 We understand that some complainants might need to keep their identity confidential. Every attempt will be made to do this. However, where a complaint is of a personal nature against an individual, it is likely that the complainant's identity would have to be revealed at some stage in all but the most exceptional cases in order for there to be a fair investigation. The University will endeavour to inform an individual complainant of the extent to which his/her identity is likely to be revealed at each stage of the procedure.