Feedback, Appeals and Complaints
The Centre; Central Admissions; Sales/Authorised representatives or Compliance will provide feedback on request to applicants who have not been offered a place. Applicants who have received an unsuccessful decision are able to request feedback at any time during the admissions year in which they are applying; however, the Centre encourages applicants to request this feedback as soon as possible as it may help with any future applications that the applicant wishes to submit. Feedback can be given via telephone or via email.
An appeal is generally defined as a formal request (by email) for a decision to be reviewed. An appeal will only be considered where there are adequate grounds which are set out below.
There is additional and substantial new information that is to be submitted that was either not available at the time of the original application or where there is new information that is noteworthy and appropriate to the original decision communicated.
There is a reasonable belief or evidence that the published admissions policy has not been followed.
Please note that appeals which are based on errors made by external organisations, agencies or individuals will not be considered. An example of this would be inaccurate predictions of future grades or disputes about the grading of prior formal examinations.
A written (email) request to [email protected] must be made within 20 days of the communication of the decision regarding the applicant's admission.
The appeal should be submitted and addressed to the attention of the Head of Admissions for the relevant Study Business Unit.
The appeal should outline the reason for the appeal and, if applicable and appropriate to do so, include any new or additional material information that was not included in the initial application.
The Head of Admissions will review the application, together with any additional information, within 2 working days of receipt of the appeal and will directly communicate their response to the appellant via email with a final decision. If further evidence or information is required to make a more informed decision, this will be requested and must be provided within 10 working days otherwise the original decision will be upheld.
Any decision made further to an appeal will have no impact in any future applications made by the applicant.
Under UK consumer law you have the right to change your mind within 14 days of your entering into a contract with us, starting from the date on which your deposit to reserve your place is paid. In event you do change your mind within this period, all fees will be returned to you. In order that there is no confusion, you must make a clear statement of cancellation in writing (email) to Admissions.
For refund claims please refer to the following refund policies, which will show you what refunds you may be entitled to:
During application process
If you have engaged an education agent (authorised to act for us), to support your application and you believe that you are not receiving the best service, please contact our Agent Support team on [email protected] and we will look into it.
To make a well-considered selection of your educational agent, please review the British Council's student guide to choosing an education agent or visit our Student Guide to Choosing an Agent webpage.
Students are encouraged to try to resolve a complaint informally and quickly with the person concerned. In most cases, the student's Personal Tutor should be able to help resolve any concerns. For detailed and formal procedures, please check our Student Complaints Policy.
The Office of the Independent Adjudicator for Higher Education (OIA) runs a free, independent and impartial scheme to review student complaints. CEG UFP Limited (trading as "OnCampus"), is a member of the Scheme and if you are unhappy with our final decision about your complaint/appeal/disciplinary case etc, you may be able to complain to the OIA.
You normally need to have completed the admission complaints procedure before you complain to the OIA. CEG UFP Limited will send you a letter called a 'Completion of Procedures Letter' (COP letter), when you have reached the end of the relevant internal process(es) and there are no further steps you can take internally. You will thereafter have 12 months to complain to the OIA, normally from the date the COP Letter was issued. This is a strict deadline and it's worth remembering that the longer you wait to complain to the OIA, the more difficult it can become to put things right.
You can find more information about making a complaint to the OIA, what it can and can’t look at, and what it can do to put things right, on their website.
Get in touch with the OIA:
Call: 0118 959 9813
Email: [email protected]
Website: www.oiahe.org.uk