Complaints Procedure

The Finance Office are committed to providing high standards of customer care and ensuring that customers are fully satisfied with the service they receive. The feedback we receive is very important to us and allows us to take every possible step towards improving your customer experience.

We understand that occasionally the situation may arise when a customer wishes to report an issue or complaint. If this is the case, all complaints will be treated in a courteous, supportive and respectful manner. We advise that you use the following procedure to report a complaint.

Step 1: The Informal Stage

If you have not been satisfied with any aspect of our service, please contact us directly in the first instance, at the point of service, so that we may attempt to resolve your issue. You can report a complaint:

  • In Person: Please visit the Cash Office and ask to speak to a Supervisor
  • By Phone: +44 (0)1695 657252
  • By Email: Finance@edgehill.ac.uk

If your complaint is in person or by phone, we will aim to respond to your verbal complaint immediately at the point of service. If your complaint is via email, we will aim to respond within one full working day, however please be aware this may take up to 48 hours in busy periods.

Step 2: The Formal Stage

We hope to be able to resolve all our complaints in the informal stage, but should you still not be satisfied, we would advise you to make a formal complaint in writing. There is a separate complaints procedure for prospective or enrolled students of the University, for employees of the University and for external complaints. Details of all procedures are provided below.

Prospective or Enrolled Students at EHU

We strongly recommend that students read the University’s guidance for student complaints before submitting an official complaint. Students may also wish to seek independent advice from the Student Union located upstairs in the Hub on campus.

Students’ Union Advice Centre
https://www.edgehillsu.org.uk/ 
Email: suadvice@edgehill.ac.uk

External Complainants

If a complaint is received from a person other than a student, please include the following information in a written letter detailing:

  • Your name, address, telephone number and organisation (if applicable)
  • The name and contact details of anyone helping you with the complaint
  • The factual details of your complaint
  • What steps you would consider reasonable to resolve your complaint
  • The details of what occurred at the informal stage of your complaint
  • Copies of any relevant documentation supporting your complaint

External complaints should be sent to:
Director of Finance,
Main Building,
Edge Hill University,
St Helens Road,
Ormskirk,
L39 4QP

You will receive a written response within 14 working days. If the issue is then still not resolved to your complete satisfaction, please inform the Director of Finance and the complaint will be forwarded internally to the University Vice Chancellor.

Employees of EHU

If a complaint is received from an employee of Edge Hill University, please include the following information in a written letter detailing:

  • Your name, email, extension number and department
  • The name and contact details of anyone helping you with the complaint
  • The factual details of your complaint
  • What steps you would consider reasonable to resolve your complaint
  • The details of what occurred at the informal stage of your complaint
  • Copies of any relevant documentation supporting your complaint

Internal complaints should be sent to:
Director of Finance,
Main Building,
Edge Hill University,
St Helens Road,
Ormskirk,
L39 4QP

You will receive a written response within 14 working days. If the issue is then still not resolved to your complete satisfaction, please inform the Director of Finance and the complaint will be forwarded internally to the University Vice Chancellor.

Please note: This procedure covers any complaint made by a member of EHU staff about the conduct or services provided by the Finance Office. This procedure does not replace the established Staff Grievance Policy and Procedure detailed on the Human Resources wiki page

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