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If you are unhappy about a service provided by, or through, UCL Estates, or if we have not done something which we promised to do, the best way for us to make improvements is to hear from you and learn from what you have to say; we value your opinions.

If you decide to make a complaint we will endeavour to:

  • deal with your complaint as quickly as possible
  • send you an acknowledgement letter or email if we cannot deal with your complaint within five working days, or the same day if the matter is more pressing
  • where appropriate, deal with your complaint in confidence
  • keep you periodically informed if the matter is taking some time to resolve
  • look at the pattern of complaints to identify and improve any areas where there appears to be repeated problems

Making a complaint

  1. We suggest that in the first instance you raise the matter directly with the person responsible for providing the service about which you wish to complain. Problems are often best and more quickly dealt with in that way; this also avoids the possible difficulties which can arise when issues are escalated over the heads of those who are likely to be directly responsible and able to deal with the matter.

  2. If you are unhappy with the way your complaint has been dealt with, please contact the Head of the Section concerned. If you are unsure as to who he or she is, contact any Head of Section or the Director's Executive Assistant, Claire Tranter (c.tranter@ucl.ac.uk) or telephone 41212.

  3. Special Needs and Disability: Complaints regarding the progress of work required to attend to breakdowns which directly impact on a person(s) with special needs should be escalated via the Head of Facilities & Infrastructure, Geoff Prudence (g.prudence@ucl.ac.uk). Complaints concerning specific projects to improve the accessibility of buildings should be escalated to Angela Clemo (a.clemo@ucl.ac.uk). In both cases, the next step in the escalation procedure is to write to the Director of Estates.

  4. If you are still unhappy please contact the Director, Andrew Grainger, by letter or email (a.grainger@ucl.ac.uk) or telephone 41212 (020 7679 1212 from an external line).

Revised September 2016


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