Complaints

We aim to offer efficient, professional support to all members and customers. However, sometimes problems do arise and need resolving.

When we process complaints, we aim to solve the problem and prevent it from happening again. We see the complaints process as a chance to identify improvements and to create a positive experience in our service to you.

We are proactive in handling all complaints quickly and professionally, identifying all related underlying problems and feeding this back into our corrective action process.

How to raise a complaint

If you wish to raise a complaint, contact us at help@jisc.ac.uk. To help us resolve your complaint, please provide any information you wish to about the problem you have encountered.

Every complaint is assigned a dedicated case handler who is independent from the team where the complaint is risen. Your case handler will keep you informed on a one to one basis and communicate timely actions with clear next steps.

We aim to respond to all member and customer complaints within one working day and seek to resolve the complaint within 20 working days, where practical.