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Complaints

Schools ICT Support aims to provide the best possible service but sometimes things can and do go wrong. We do not look on complaints as unwanted, in fact they may help us to see where our services or procedures might be improved. If you feel we have made a mistake or done something which you have found unaccceptable or unsatisfactory please tell us about it.

When to make a complaint

  • If we fail to respond to a routine service request or don't act in time
  • If you receive seriously inadequate or unsatisfactory service
  • If we fail to follow policies, rules or procedures
  • If you experience any discrimination, harassment or unhelpful behaviour from staff
  • If we give you any inaccurate or misleading information

How to complain

You can tell us about your concerns formally or informally. In the first instance speak to the person who was dealing with your matter, as he or she will be in the best position to help you quickly and put things right. If you would prefer to approach somebody else please select the most appropriate person from the contact list below.

We will try to resolve your problem on the spot if we can, but if this is not possible we will arrange the best time and method to get back to you. This will normally be within 5 working days, unless we have agreed other arrangements with you.

If you prefer to put your complaint in writing we will respond within 5 working days.

Who to contact for complaints

SIMS Support
Hilary Searle
SIMS Support Manager
Tel: 01225 39 4248
 
Technical support  
David Hendy
Interim Technical Manager
Tel: 01225 39 5104
 
All other SICTS services  
Steve Taylor
Systems Administrator Team Manager
Tel: 01225 39 4473
 
Richard Morgan
Childrens Services Finance Manager
Tel: 01225 39 5220

What you can do if you are not satisfied with the outcome of a complaint?

If you feel we have not adequately addressed your concerns you can make a formal complaint through the council’s corporate complaints procedure.  Further information is available from www.bathnes.gov.uk/contactus/comments & complaints

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Bath and North East Somerset

SWGfL  NEN

Contact Us

Phone
01454 865300
 
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