Customer Feedback

Estate Support Service is committed to providing a high quality service. We welcome your feedback on how we are doing, whether as a suggestion for improvement, a compliment, or a complaint. This information will help us continually improve.

You can contact us by:

  • Telephoning our ESS Helpdesk & Admin Team on 0191 208 7171.
  • E-mailing your feedback to ess-feedback@ncl.ac.uk.
  • Completing our online feedback form (http://forms.ncl.ac.uk/view.php?id=881).
  • Writing to our ESS Helpdesk and Admin Team at the address below:         
    ESS Helpdesk and Admin Team 
    Newcastle University         
    1st Floor, Agriculture Building      
    Newcastle upon Tyne        
    NE1 7RU
  • Calling in to speak to one of our Helpdesk & Admin Team in person.

Complaints

We want to put things right as quickly as possible:

  • This will be done if you speak directly to the member of ESS staff providing the service.
  • If you are still unhappy following that discussion, please contact us by any of the methods above.
  • We will acknowledge receipt of your complaint within two working days and inform you as to who is dealing with your complaint and how to contact them.
  • We will then investigate your complaint in detail and provide you with a full written response within ten working days. Responses will include proposals for change if appropriate.
  • We will contact you one week after the complaint has been closed to check that you are satisfied that you have received a fair, reasonable and helpful explanation / response.

Compliments & Suggestions for Improvement

  • We will acknowledge receipt within two working days, pass on your compliment or inform you who is dealing with your suggestion.
  • We will come back to you with regard to any changes made as a result of your suggestion.