Making a complaint

If you have a complaint about Jisc, please contact us — we’re committed to resolving issues quickly and effectively.

Here at Jisc we are committed to delivering professional, efficient support to all our members and customers. If something goes wrong, we aim to resolve it quickly and we use your feedback to improve our services.

We treat complaints as opportunities to learn and enhance our customer experience. Each issue is handled promptly and thoroughly, with root causes identified and addressed through our corrective action process.

How to raise a complaint

To submit a complaint, contact the Jisc service desk:

Please include relevant details to help us understand and resolve the issue effectively.

What to expect

We aim to resolve your complaint within 20 working days, where practical.

The complaints team responds:

  • Conducts an initial review
  • Identifies relevant internal parties
  • Sends you an initial response within one working day

The complaints team works with internal parties to:

  • Investigate the complaint
  • Implement resolution actions
  • Keep you informed

If the complaint is not resolved to your satisfaction:

  • The complaint is revisited and escalated
  • Further input from you is sought

Once resolved:

  • A resolution communication is sent to you
  • The complaint is reviewed by the Complaints Improvement Group
  • Identified improvements are implemented