# User support
>Last modified: 23 Apr 2026
<div style="background-color: rgba(0, 178, 169, 0.3); padding: 10px; border-radius: 5px;"><strong>UK LLC is committed to helping all researchers to work effectively in the UK LLC Trusted Research Environment.</strong></div style>

## Self-service user tools
UK LLC maintains a library of **self-service** user help tools in multiple formats.  These include this User Guide, helper syntax and <strong><a href="https://www.youtube.com/@ukllcollab" target="_blank" rel="noopener noreferrer">YouTube videos</a></strong>.
All researchers who have submitted an application or are already working in the TRE are invited to join the monthly **UK LLC User Group meetings** (via Teams). Those working in the TRE can also request a **1:1 support session** with a member of the UK LLC Data Team.

## Accessing help
<aside class="admonition note"><p class="admonition-title">Assistance is available from the UK LLC and SeRP Data Teams</p>However, please note that neither UK LLC nor SeRP are able to offer specific advice on choice of software, or answer general queries about coding or analytical methods.</aside> 


### Support from UK LLC
If researchers are unable to find the help they require either in this Guidebook (including the [**FAQs**](../FAQ/faq_intro.md)) or via UK LLC's <strong><a href="https://www.youtube.com/@ukllcollab" target="_blank" rel="noopener noreferrer">YouTube videos</a></strong>, the UK LLC Data Team can be contacted at [**support@ukllc.ac.uk**](mailto:support@ukllc.ac.uk). 

> **The UK LLC Data Team** can provide assistance with:
>* TRE account management
>* User account permissions
>* Data availability
>* Understanding dataset structures and linkages
>* UK LLC helper program troubleshooting.
<br>  

### Support from SeRP
If researchers experience issues with **software** or the **SeRP environment** they should contact [**helpdesk@chi.swan.ac.uk**](mailto:helpdesk@chi.swan.ac.uk).
>**The SeRP Helpdesk** can provide assistance with:
>* SeRP connection issues or outages
>* Operating system errors
>* Pre-installed software packages
>* Program troubleshooting (including loading programming language libraries).
<br>

## Make a complaint
UK LLC aims to deliver a **high quality** and **inclusive service** that empowers researchers to conduct impactful research for public good. If you feel the service you have received from UK LLC has fallen below your expectations, you can **file a complaint**.

If you are accessing **LPS data**, **place-based data** or **health data**, you should email UK LLC directly: [**info@ukllc.ac.uk**](mailto:info@ukllc.ac.uk)

If you are also accessing **government administrative data** (e.g. DWP and HMRC) through the Digital Economy Act (DEA) legal gateway, you may alternatively choose to email the **UK Statistics Authority** (the body that accredits UK LLC as a DEA Accredited Processing Environment): [**Research.Accreditation@statistics.gov.uk**](mailto:Research.Accreditation@statistics.gov.uk)