In these cases we ask that you use the following procedure to ensure your complaint is dealt with in a timely and efficient manner.
Stage 1 – Informal
In the first instance we ask that you contact the team who delivered the service. A colleague in that team will work with you to find a satisfactory resolution. We aim to resolve your complaint within five working days.
Stage 2 - Formal
If you are not satisfied with the resolution or the way in which your complaint has been dealt with we ask that you make a formal complaint in writing to estatesfeedback@admin.ox.ac.uk. We will acknowledge your complaint within two working days. A member of our senior staff will investigate your complaint and respond to you directly, detailing any remedial action. We will confirm that you are satisfied with the resolution of your complaint before we close the matter. We aim to respond fully to all formal complaints within 10 working days.
Stage 3 – Director of Estates
If you remain dissatisfied with the way the complaint has been dealt with or the resolution proposed, you can escalate your complaint to the Director of Estates by emailing anna.gaw@admin.ox.ac.uk. The Director of Estates will investigate further and will provide a response within a period of 20 working days.
Please note that while we will strive to adhere to these timescales there may be instances where this is not possible. We will keep you updated on progress and advise if we are unable to meet these targets.
