As per our Customer Service Charter, SUSI’s aim is to provide the highest quality service possible to all members of the public who require our services. Our aim is to get it right “first time every time”. We recognise, however, that, on occasion, things can go wrong and we need you tell us when you are not happy with the service we have provided. We can then work to correct the issue and prevent it from happening again.
You can be assured that we will treat your complaint seriously and deal with you in a positive and professional manner. We view any complaint as an opportunity to review and improve our services.
A complaint is when you inform us that you are not happy with any area of the service we provided. For example:
Please note: Issues you may have with a specific grant award or an appeal are not covered by this Complaints Procedure. If you consider that the award made to you by SUSI is incorrect then you should follow the Review and/or Appeals Process.
Our Customer Service Charter outlines how we are committed to putting you first and providing you with the highest quality customer service possible.
This includes dealing with any complaints you may have. We will;
All complaints are dealt with in the strictest confidence and do not affect your right to make a further complaint to the Ombudsman
You will need to define the nature of your complaint as per the examples above or define any other type of issue you may have with the service provided to you.
Initially we will try to deal with your complaint informally. This means you should contact the support desk (by email or phone) who will arrange to have your grievance reviewed by a supervisor who will do his/her best to resolve your complaint without the need to proceed further.
If, after initiating an informal complaint you are still left unsatisfied you should then make a formal complaint to SUSI which will be dealt with by our Complaints Unit.
A Formal Complaint may be made by completing our Online SUSI Complaints Form and selecting submit.
You should receive an email confirming the submission of your complaint form to your entered email address.
We will then
If your complaint will take longer to investigate we will write to you and advise when you may receive a reply.
If you have been through the Formal Complaints Process and you are still not happy with the outcome, you may contact the Complaints Unit at firstname.lastname@example.org and request a Complaint Review. The Customer Complaints Officer will confirm within 5 working days that we have received your Complaint Review Request and arrange for your complaint to be considered by a more senior member of staff. We will contact you within 28 working days with a formal response.
If you consider that you have been unfairly treated or are not satisfied with our decision on your complaint, you may;
Complaints to the OCO can be made directly by anyone under the age of 18. Adults can also bring complaints on behalf of children and other young people.
By law the Ombudsman Office and Ombudsman for Children’s Office can investigate complaints about any of our administrative actions or procedures as well as delays or inaction in your dealings with SUSI. The Ombudsman provides an impartial, independent and free dispute resolution service. Complaints to the Ombudsman and Ombudsman’s for Children’s Office may be made
Further details of the role of the Ombudsman can be found here.
Further details of the role of the Ombudsman for Children can be found here.
As well as learning from complaints, we want to know any ideas you may have to help us improve our services. You can do this by emailing us on email@example.com or by telling a member of staff about your comment or suggestion when on you call to the support desk (Tel: 0761 087 874).