Tell Us What You Think!
There are a number of ways in which you can tell us what you think of our service. All comments are recorded and used to improve our service.
Please see the feedback comments, results and analysis for all our services on the related links section of this page.
For formal complaints the university has a Complaints Procedure. Further information can be found here|.
Customer Services Charter
We want you to have a great university experience and are comitted to providing a high standard of customer service. The Customer Service Charter sets out what you can expect from us and how you can help us to achieve it.
What will we do?
Provide a service which is available from 8.45am to 9.00pm Monday to Thursday and 8.45am to 5.00pm on Fridays during term time.
Provide clear and accurate information at all times.
Make every effort to resolve your enquiries quickly and efficiently.
Provide access to a range of specialist services within Student Services.
Aim to produce official letters within 5 working days and return telephone messages and email enquiries within 3 working days.
Treat our customers with respect, courtesy and consideration.
We will provide opportunities for feedback and implement changes to help us to continually improve our services.
What can you do?
Treat our staff with respect.
Explain clearly what your enquiry is about and provide accurate information to help us resolve your query.
Provide relevant documentation when requested.
Seek early advice and follow the guidance offered.
Make sure your personal details are kept up to date.
Keep us informed of changes to your personal circumstances which may affect our records and procedures.
Attend appointments on time and inform us as soon as possible if you are unable to attend.
Tell us if we have not delivered the service to your satisfaction using the appropriate feedback methods.
Every year we send out questionnaires to our customers to see how well we are providing you with information and where we need to consider improving the service we give to you.
Comments and Suggestions Form - 'How was it for you?'
For comments, complaints and suggestions either contact us via email,| or fill in a "How was it for you?" form and put it in the post box at either the Student Centre or Main Reception.
Latest News and Your Views
We have a facebook page where we post the latest news, for example about our about drop in sessions, as well as info we think you should know about and we have a Twitter feed so you can keep up to date with the latest news. You can ask us a question directly or comment on the service via both of these– we love feedback!
So, how was it for you?
We want you to have a great university experience and your comments and suggestions are invaluable in helping us to get it right.
Visit our Careers Service feedback page here
Here are a few of the comments we have received so far...
You said "I would like to thank everyone who works in Student Services for the service they provide. Every time I go to the Student Service office they are helpful and friendly"
You said "It provides excellent service but there should be more people on desks at busy times"
We did "We have created two new term time Student Advisor posts to cover lunchtimes and evening"
You said "The staff always go that extra mile which makes the Student Centre very user friendly"
You said " Can we have student kitchen facilities in the University?"
We said "Due to issues around hygiene and safety we are unable to provide a student kitchen on campus. The Bistro and Students' Union provide reasonably priced hot and cold food and drinks"