If you have an issue regarding process, policy or people associated with UKOUG and member contacts and wish to raise it to us please follow the steps below. We take any form of complaint very seriously at UKOUG and endeavour to resolve them as quickly as possible.
First contact the person who handled your query, that's usually the quickest way to resolve your issue. If you are not satisfied please raise the issue with the Department Manager who can then escalate it to the CEO if you request.
Issues can be raised via:
- Telephone (lines are open 09:00 - 17:00 Monday to Friday)
- Social network
- In person
- Via survey
If you would like to raise a formal complaint please complete our online form
Information we require:
- A clear detailed description of your complaint
- Any relevant documentation related to the complaint
- Contact details so we can reply back to you
What happens next
We aim to respond to complaints within five working days
On receipt of your complaint we will send you an acknowledgement email
We will then review your complaint and respond to you within the agreed time
A record of your complaint will be attached to your membership profile
If you remain disatisfied with the outcome please inform us and the matter will be escalated to our CEO. You will receive acknowledgement within five working days and a full reply within ten working days.
If your complaint is regarding another member:
In the context of receiving a fair hearing they will be advised of the allegations being made against them in as much detail as possible and given the opportunity to reply.
UKOUG will consider the evidence put forward and will be unbiased in its decision to resolve the issue.
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