However, we appreciate that sometimes things go wrong, and when they do, we would like to hear about it. It is through the valuable feedback of our customers that we can further improve our services.
How do I get in touch?
You can make a comment, representation or complaint by contacting Customer Relations in any of the following ways:
- By Telephone on 01223 436670
- By Email to customerservices@iansyst.co.uk
- By Post to
Fen House
Fen Road
Cambridge
CB4 1UN
- By Fax on 01223 436677
- In Person to our offices at our Fen Road offices at the above address
What can I expect?
If you contact us by telephone or in person:
- You will be put through to one of our trained Customer Relations Advisors.
- In the event that our Customer Relations Advisor is unable to answer your query or deal with your complaint, they will refer it to the Head of Customer Relations who will contact you within 24 hours of your initial contact. In the event that the Head of Customer Relations is unavailable, you will be contacted by another technical manager.
- In the unlikely event that the Head of Customer Relations is unable to resolve your complaint, we would ask that you put it in writing to the Head of Operations at our address shown above. We will acknowledge receipt of your complaint within 24 hours, and a fuller response will be sent to you within 5 working days by the Head of Operations or other Senior Manager.
The overall responsibility for handling of comments, representations and complaints rests with our Board of Directors and is discharged through our Executive Chairman. Complaints of a very serious nature and complaints which remain unresolved after we have followed the escalation process detailed above may be addressed directly to the Chief Executive Officer in writing. We will acknowledge receipt of your complaint within 24 hours, and you can expect a response within 10 working days.
If you contact us in writing (including email or fax):
- Unless you express that you wish to be contacted by telephone, one of our trained Customer Relations Advisors will reply to you, in writing, within 3 working days of receipt of your complaint.
- Any unresolved complaints will follow the escalation process detailed above.
And if my complaint is still not resolved to my satisfaction?
If your business is not related to a Disabled Students’ Allowance (DSA) claim, the ruling of the Executive Chairman, on behalf of iansyst Ltd’s Board of Directors, is final.
If your business is related to a Disabled Students’ Allowance (DSA) claim, and you do not feel that iansyst has been able to resolve issues you have raised, you may refer your complaint to your disability officer, assessor or assessment centre. They will take your complaint up on your behalf with iansyst, in accordance with their own complaints handling procedures.
In the unlikely event that this does not offer a final resolution, the Funding Body will be called in to arbitrate. The Funding Body’s decision in all complaints relating to DSA claims is final.
