Make a complaint

If you feel like IT Services hasn't met their usual standards, you can raise a complaint to notify IT management of your experience.

If you think your call is taking too long to resolve, read about how IT Services prioritise calls and check they've not met the relevant target before filing a complaint.

  1. Email itservicedesk@st-andrews.ac.uk and include:
    • details of your experience
    • your call reference number, if available.
  2. Include 'complaint' in your email subject. 

You'll receive a written response that your complaint has been received and allocated to a member of IT management for action.

What happens next

IT Services will determine whether your complaint affects:

  • a single department
  • school
  • individual (level one)
  • the university as a whole (level two).

Level one complaint

  • IT Services will aim to investigate and resolve it within five working days. This may be extended to ten working days.
  • If you don't feel we've resolved your issue, you can contact the scottish public service ombudsman. See the University's complaint handling procedure.
  • IT management will confirm any action or resolution relating to your complaint.
  • IT services will provide an explained resolution and offer to meet in person.
  • There will be a follow up to ensure you're happy. IT Services will make changes to service so that your grievance isn't repeated.

Level two complaint

  • IT Services will aim to investigate and resolve it within 20 working days.
  • If you don't feel we've resolved your issue, you can contact the scottish public service ombudsman. See the University's complaint handling procedure.
  • IT management will confirm any action or resolution relating to your complaint.
  • IT services will provide an explained resolution and offer to meet in person.
  • There will be a follow up to ensure you're happy. IT Services will make changes to service so that your grievance isn't repeated.