Your feedback

Happily we do not receive many complaints, however, at Coventry University London (Ltd) we are committed to providing you with the best possible service. If you feel that you haven't received the service you expected, we want you to tell us. This helps us improve our service and ensures that this is less likely to happen again.

We recommend that in the first instance you speak directly to the member of staff you have been in contact with. After this, if you feel that the situation is not resolved, please ask at reception to speak to one of our managers about the issue.

Making a formal complaint

If you are not able to resolve the issue with a manager on site, you can put in a formal written complaint by putting your complaint in a letter or email. Please tell us the reason for the complaint and how you would like to see it resolved. 

• Write to us: Facilities & Events Manager,
  Coventry University London,
  University House,
  109-117 Middlesex Street,
  London
  E1 7JF
   
• Email: events.culc.@coventry.ac.uk

If none of these methods are suitable for you, please speak to our receptionist who can provide a contact for you. They may also help you in resolving your complaint and suggest other ways in which we can meet your needs.

We aim to acknowledge receipt of your complaint in two working days and respond within 15 working days.

Complaint procedure

We believe that complaints should be dealt with fairly and as quickly as possible. When you have put in a complaint you will be kept fully informed at every stage of the process.

Stage 1

When you make a formal complaint, this is Stage 1. The complaint will normally be dealt with by the manager of the service of which you have raised an issue. The manager may contact you for further information and will aim to respond to your complaint within 15 working days.

Stage 2

If you are not happy with our response to your complaint at Stage 1 you can contact us and ask for your complaint to be looked at by a member of the Senior Management Team by contacting events.culc@coventry.ac.uk or by writing to us as above. Please tell us why you are not happy with the response from the manager.

You must do this within three weeks of receiving the response from us to Stage 1.

Confidentiality

In order to fully investigate your complaint we may have to speak to other members of staff or volunteers to find our more information. However, your complaint will be dealt with in a confidential manner at all times.

Withdrawal or exclusion from services

Coventry University London (Ltd)’s staff and volunteers work hard to give advice and support to all of our service users. Unfortunately, however, there are some circumstances where managers feel that they have no alternative but to withdraw the service from a service user or exclude a service user from the organisation.

Please remember that we will always act on the spot to resolve any issues as they occur to everyone’s satisfaction where possible.