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Finance Division


The Finance Division aims to provide a high quality and efficient service to all customers. We listen to both positive and critical comments and use them to improve our services, so if you have views about our services and the way they are provided, we would like to hear them. We hope that feedback about our services can be provided either through forms such as the Finance User Group or by direct contact with senior members of the Finance Division. However, occasionally our services may fall short of your expectations and you may wish to lodge a complaint. This page contains our complaints procedure and guidance on using it.

We take our complaints seriously. Our aims are to:

  • deal with complaints openly, promptly and properly;

  • try to resolve complaints as soon as we can; and

  • learn from complaints and improve our services.

We hope the majority of complaints can be handled informally either in discussion with those concerned or their line manager. If this does not resolve the issue then a formal complaint should be made using the procedure below:

  1. A formal complaint should be made in writing and addressed to Director of Finance, Finance Division, Greenwich House, Madingley Rise, Madingley Road, Cambridge CB3 0TX

  2. The complaint will be acknowledged on receipt.

  3. The Finance Director will investigate the complaint, or may ask a senior manager in the Division to do so. This may include seeking further information from you about the complaint.

  4. Following the investigation, a written response setting out the Division's formal response to the complaint will be provided within 20 working days.

  5. If you are not satisfied with the response then you will have the opportunity to discuss the problem with the Director of Finance with a view further to identifying a suitable resolution.

This procedure does not apply to reports of fraud or whistle blowing, the procedures for which can be found on the Compliance Issues & Procedures pages.

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