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</ul> </div> </div> </div> </div> </nav> </header> <main id="main-content"> <div class="wrap" id="top"> <div class="breadcrumbs"><a href="/web/20230324131353/https://www.hesa.ac.uk/about">About us</a> 禄 <a href="/web/20230324131353/https://www.hesa.ac.uk/about/regulation">Compliance and regulation</a> 禄 <a href="/web/20230324131353/https://www.hesa.ac.uk/about/regulation/complaints" class="active">Complaints</a></div> <h1>Complaints</h1> <div class="region region-content"> <div id="block-system-main" class="block block-system"> <div class="content"> <div class="grid grid-spaced"> <div class="content-aside | col-1/3 | col-reverse"> <div class="accordion-item"> <nav class="nav-sub" aria-label="Section sub-navigation"> <a href="#after-nav-sub" class="element-invisible element-focusable">Skip sub-navigation</a> <a class="accordion-toggle | toggle-nav-sub" href="#nav-sub-content" aria-controls="nav-sub-content" aria-expanded="false" role="button">Also in this section</a> <div class="js-accordion-content | nav-sub-content" id="nav-sub-content"> <ul class="menu"><li class="first last expanded active-trail"><a href="/web/20230324131353/https://www.hesa.ac.uk/about" title="" class="active-trail">About us</a><ul class="menu"><li class="first leaf"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/contact">Contact and find us</a></li> <li class="expanded"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/engage">Engage with us</a><ul class="menu"><li class="first last leaf"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/provider-forum" title="">Provider forum</a></li> </ul></li> <li class="expanded"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/what-we-do">Who we are and what we do</a><ul class="menu"><li class="first leaf"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/what-we-do/designated-data-body">Designated Data Body for England</a></li> <li class="last leaf"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/what-we-do/statutory-w-s-ni">Wales, Scotland and Northern Ireland</a></li> </ul></li> <li class="expanded active-trail"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/regulation" class="active-trail">Compliance and regulation</a><ul class="menu"><li class="first expanded"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/regulation/data-protection">Data protection</a><ul class="menu"><li class="first expanded"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/regulation/data-protection/notices">Collection notices</a><ul class="menu"><li class="first leaf"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/regulation/data-protection/notices/previous">Collection notices (historical)</a></li> <li class="leaf"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/data-protection/notices/dlhe-c14018">Collection notice (DLHE C14018)</a></li> <li class="leaf"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/regulation/data-protection/notices/dlhe-c15018">Collection notice (DLHE C15018)</a></li> <li class="last leaf"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/regulation/data-protection/notices/dlhe-c16018">Collection notice (DLHE C16018)</a></li> </ul></li> <li class="expanded"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/regulation/data-protection/guidance">Data protection guidance for the HESA records</a><ul class="menu"><li class="first leaf"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/regulation/data-protection/guidance/LDLHE-faqs-graduates" title="">Frequently asked questions for HE leavers 2010/11 survey</a></li> <li class="leaf"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/regulation/data-protection/guidance/LDLHE-faqs-providers" title="">Frequently asked questions for HE providers 2010/11 survey</a></li> <li class="last leaf"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/regulation/data-protection/guidance/LDLHE-agreement" title="">Data protection agreement between HESA and IFF Research</a></li> </ul></li> <li class="leaf"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/regulation/data-protection/register">Data sharing register</a></li> <li class="leaf"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/regulation/data-protection/rounding-and-suppression-anonymise-statistics">Rounding and suppression</a></li> <li class="last leaf"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/regulation/data-protection/ucas-data">HESA's processing of UCAS data</a></li> </ul></li> <li class="expanded"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/regulation/official-statistics">Official statistics</a><ul class="menu"><li class="first expanded"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/regulation/official-statistics/pre-release">Pre-release access to official statistics</a></li> <li class="leaf"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/regulation/official-statistics/confidentiality">Statistical confidentiality policy</a></li> <li class="leaf"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/regulation/official-statistics/revisions">Revisions policy</a></li> <li class="leaf"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/regulation/official-statistics/engagement-strategy" title="HESA user engagement strategy for statistics">User engagement strategy</a></li> <li class="last leaf"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/regulation/official-statistics/quality-report">Student record quality report</a></li> </ul></li> <li class="leaf"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/regulation/foi">Freedom of information</a></li> <li class="last leaf active-trail"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/regulation/complaints" class="active-trail active">Complaints</a></li> </ul></li> <li class="expanded"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/working-here" title="">Working here</a><ul class="menu"><li class="first last leaf"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/working-here/vacancies" title="">Current vacancies</a></li> </ul></li> <li class="last expanded"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/website">Website and accessibility</a><ul class="menu"><li class="first leaf"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/website/site-map" title="">Site map</a></li> <li class="leaf"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/website/terms">Terms of use</a></li> <li class="leaf"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/website/accessibility">Accessibility statement</a></li> <li class="leaf"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/website/cookies">Cookies</a></li> <li class="leaf"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/website/privacy">Privacy</a></li> <li class="leaf"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/website/eduroam">eduroam</a></li> <li class="last leaf"><a href="/web/20230324131353/https://www.hesa.ac.uk/about/website/esignatures">HESA's use of electronic signatures</a></li> </ul></li> </ul></li> </ul> </div> </nav> </div> </div> <div class="content-main | col-2/3" id="after-nav-sub"> <div style="background-color: #1E355E; padding-left:5%; padding-right:5%; padding-top:2%; padding-bottom:2%; "> <p style="color: #ffffff;"><strong>HESA is now part of <a href="http://web.archive.org/web/20230324131353/https://www.jisc.ac.uk/" style="color: #ffffff;">Jisc</a>. Jisc is now the data controller of personal data previously controlled by HESA. Pages on the HESA website are being updated to reflect this change. Please see updated <a href="http://web.archive.org/web/20230324131353/https://www.hesa.ac.uk/about/website/privacy" style="color: #ffffff;">Privacy information</a>.</strong></p> </div> <p class="intro">We take your complaints about our services very seriously, and will try to address your concerns swiftly and thoroughly.</p> <h3><strong>Our complaints procedure</strong></h3> <p>If you are not happy with the service you have received from HESA, we鈥檇 ask you in the first instance to discuss your concerns with the person you have been dealing with. They may be able to provide an explanation and assist with rectifying the issue.</p> <p>If you are unable to resolve the matter, you can contact us by email (<a href="/web/20230324131353/https://www.hesa.ac.uk/cdn-cgi/l/email-protection#84e7ebe9f4e8e5edeaf0f7c4ece1f7e5aae5e7aaf1ef"><span class="__cf_email__" data-cfemail="197a767469757870776d6a59717c6a7837787a376c72">[email protected]</span></a>) or by writing to: Customer Complaints, HESA, 95 Promenade, Cheltenham, GL50 1HZ. To help us resolve your complaint, we'll need:</p> <ul class="ul"> <li>A description of your concern</li> <li>What you'd like us to do to put things right</li> <li>Your name</li> <li>A daytime phone number and best time to contact you.</li> </ul> <p>Once you've contacted us, we'll do our best to resolve any complaints promptly. If we need more time to complete our investigations, we will keep you regularly updated with our progress.</p> <p>We will log receipt of your correspondence and refer your complaint to the relevant Head of department. In most cases, the Head of department will respond directly and consider whether or not your complaint raises issues of service quality. In some circumstances they may decide that your complaint requires more detailed consideration. If so, they will refer the complaint to a Director for further investigation before responding. In the event that a complaint is referred for further investigation, we will make sure that the person investigating does not have a conflict of interest with the subject of the complaint.</p> <p>Complaints which a Director classifies as 'serious' will be referred to the Chief Executive for investigation. The Chief Executive鈥檚 office will respond to you directly to provide an update on progress of your complaint and provide an indication of timescales for a formal response.</p> <h3><strong>Standards of service</strong></h3> <p>We strive to investigate complaints quickly and thoroughly. The timeline below gives further information about how long it should take to investigate complaints, though in exceptional circumstances it may take longer.</p> <ul class="ul"> <li>Within three days, we will acknowledge receipt of your complaint</li> <li>Within two weeks, we will either have responded to your complaint or let you know that it is proceeding to further investigation</li> <li>Within four weeks, we will advise you of the outcome of the further investigation (exceptionally this might take longer but you will be advised in writing if this is the case)</li> </ul> </div> <div class="content-aside | col-1/3 | col-reverse"> </div> </div> </div> </div> </div> <div class="cms-controls"> </div> </div> </main> <footer role="contentinfo" class="footer-site"> <div class="banner"> <div class="wrap"> <div class="grid | grid-spaced | grid-2-cols"> <div> <div class="region region-footer-menu"> <div id="block-menu-menu-footer-menu" class="block block-menu"> <div class="content"> <ul 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