Service Agreement

• We give students a choice in how to access our services - face to face, by telephone or over the web. We accept and reply to queries by e-mail telephone and in person.
  
• Our staff respond promptly and politely to students.
  
• Our staff treat students fairly and sensitively.
  
• The main service e-mail address (ssc@nottingham.ac.uk ) is a group e-mail checked by at least two people so that students are not restricted by staff absences.
  
• The information and advice we provide to users is accurate current and impartial.
  
• Students can always talk to someone during our advertised opening hours including lunch hours unless there is an emergency.
  
• If we get a query which is not in our expert area we refer students to the expert service by forwarding an e-mail, transferring a call or explaining where to go. For telephone and face to face referrals we explain where and why we are referring them.