University of Leeds Conferences and Events
Feedback and complaints policy
We are committed to providing a positive experience on campus for all our guests. We understand that there may be an occasion where we fall short of our usual standards, and this information outlines how to voice your concerns, ensuring we can address them effectively and promptly.
The process
When handling a complaint, the University of Leeds Conferences and Events service aims to:
- Address complaints in a fair, objective, and professional manner.
- Resolve issues promptly, without unnecessary delays.
- Use feedback from complaints to continually improve our services.
- Maintain records of complaints for monitoring purposes and public accountability.
What is a complaint?
The University of Leeds Conferences and Events service acknowledges and accepts complaints, which may include:
- Failure to deliver a service.
- Delays in providing a service.
- Unsatisfactory quality of a service provided.
- The conduct of a member of our team.
- A failure by a member of our team to follow University policy.
How to submit a complaint
We aim to make the process for submitting a complaint as clear and straightforward as possible. Providing your complaint in writing helps us better understand the details and your expectations for resolving the issue. Please send your complaint initially by completing the form below.
Complaint resolution
If you speak to us about your complaint, we will strive to resolve it immediately. We will confirm the issue with you and understand how you would like it resolved. For complaints that require further investigation, our aim is to address the problem promptly, and we will provide a response within 10 working days. We will follow up to ensure you are satisfied with the resolution.
If you are not happy with the initial response, you may request to proceed to our formal complaints’ procedure, which consists of two stages:
Stage 1 – Local investigation and resolution
The manager of the relevant service will investigate your complaint and explain the decisions and actions taken. We aim to acknowledge receipt of your complaint within 5 working days and offer a full response within 10 working days. If you are dissatisfied with the outcome of Stage 1, you may request an escalation to Stage 2 within 28 days, detailing why you feel the matter was not adequately addressed. We will consider your complaint closed if we do not hear from you within this time frame.
Stage 2 – Formal complaint and escalation
Stage 2 involves senior-level investigation, which will be conducted by the Deputy Director of Commercial and Business Development or a senior member of staff appointed by them. The outcome will be a formal written response relating to the incident. We will acknowledge your request within 5 working days and typically complete the investigation and respond within 20 working days of acknowledgement.
While we strive to meet these timeframes, particularly complex complaints may require an extension. If this is the case, we will inform you of the delay as soon as possible. Any delay will not exceed 10 working days without good reason, and any extension beyond 20 working days will be agreed upon with you.
Confidentiality
All complaints will be handled with confidentiality. We respect your privacy and will only share information with those directly involved in resolving the issue.
Follow-up
After a resolution, we may follow up with you to ensure your concerns were addressed satisfactorily and to gather further feedback on our services. All conference organisers are encouraged to participate in a post-event feedback session to comprehensively evaluate the event’s success measures. A feedback survey will be sent by email after an event takes place.
We value your feedback and strive to continually improve our services. Your satisfaction is our priority, and we are here to listen and respond to any concerns you may have during your time with us.
