Where an issue arises, initially an informal process is to be followed whereby the issue is addressed to the local management team (LMT).

If you are dissatisfied with the response, the formal complaints procedure is:

Applicants are advised to address complaints (as well as queries) relating to time allocation to the Facility Director (Professor Steven Brown, S.P.Brown@warwick.ac.uk) who is not a member of the time allocation panel (TAP).

Other complaints are addressed to the Deputy Director (Professor Sharon Ashbrook, sema@st-andrews.ac.uk).

The initial complaint will be acknowledged within three working days. The designated Facility Executive member will formally reply to the complaint and issue a written reply normally within 10 working days, but in more complex cases reserves the right for this to be extended up to 30 working days in which case the complainant will be informed before the end of the initial 10 days.

The initial consideration by the FE will determine if the Facility complaints procedure is the most appropriate mechanism; if not, the complaint will be directed to the most appropriate procedure, e.g., a specific University procedure, with the complainant being informed of this.

In the event that the complainant is dissatisfied with the outcome from the FE they may then approach the Chair of the OC who will further consider the complaint with the OC within 20 working days. The outcome from the OC is final.