ABOUT US

ABOUT THE ARCHIVE

OUR PROMISE

The UK Data Archive wants to provide the highest level of service possible. We aim to deliver our services in the most effective and efficient way and we are committed to continuous improvement.

The importance of good service.

The UK Data Service wants to provide the highest possible level of service.  We aim to deliver our services in the most effective and efficient way and we are committed to continuous improvement.

We endeavour to perform to the highest of standards to ensure that the value of the economic and social data we hold can be maximised.  We recognise the significance of our role in your work and how a reliable service delivered by people that you can trust, and work well with, is vital. Everybody at the UK Data Service understands that the work we put in each day has a direct impact on data-related research and policy.

We report to our funders on our performance against key performance indicators on a regular basis. We review feedback we receive and develop actions to improve our service based on users' comments.

We are always pleased to know when we have got things right and especially if any member of staff has provided excellent service. This helps us to understand users' views and to reinforce best practice. To provide positive feedback you can either contact the member of staff you have dealt with directly or use one of the other methods of contact.

We appreciate feedback on all aspects of our service.  Please contact us to leave your suggestions for improvement.

Complaints

The Archive understands that, despite our best endeavours, some things will go wrong. When they do, we want to know about them so that we can put them right and make sure that we take action to prevent them happening again. If at any time users have cause to complain about the service provided they should contact us by:

email to our help desk

telephone on +44 (0)1206 872143, or

post to:

UK Data Archive
University of Essex
Wivenhoe Park
Colchester
CO4 3SQ.

We will acknowledge receipt of the complaint within one working day and aim to respond fully within five working days (working days do not include Saturdays, Sundays, bank holidays and the period between Christmas and New Year when the University of Essex is closed). If we are unable to respond fully within that time we will contact the complainant to say why, and specify when we expect to be able to respond. Complaints, of course, are also subject to the Archive normal service standards.  If users are unhappy with the way in which their complaints have been handled they may ask for them to be referred to the Director of the UK Data Archive. Complaints will be referred where the Archive has:

  • failed to meet its response standards for enquiry handling, or
  • failed to provide a full explanation for the issue(s) raised by the complainant which adequately explains the reasons for the problems encountered

 


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