Complaints Procedure

Here at BSEEN we will always try to provide the best service to you, but we do realise that mistakes can sometimes happen. If you are unhappy with any part of our service we want to hear from you. We promise to listen to your comments and use your feedback to improve our service.

How to complain:

If you are dissatisfied with the service you have received, then please get in contact with us. There are a number of ways you can log your complaint:

By post:

Aston University
Birmingham Science Park Aston
Faraday Wharf
Holt Street
Birmingham
B7 4BB

By email:

[email protected]

By telephone:

0121 246 5202

If you are contacting us by post or email, please include the following information to allow us to respond to your complaint quickly:

– Your full name
– Your full address
– Your daytime telephone number
– Full details of your complaint

How we will respond to your complaint:

If you provide us with the above information, we aim to:

Acknowledge all written complaints within 7 days
Respond in full to written complaints within 14 days
Respond to phone calls and emails within 72 hours

What we will do if our response to your complaint is delayed:

If, for whatever reason, we are unable to meet the above deadlines in responding to your complaint, we will let you know, offer an explanation, and seek to resolve your complaint as soon as possible.