Legal
Complaints Procedure
If we have fallen short, we want to know and put it right.
Last updated: 13 September 2026
How to complain
Contact us through our contact form. Please include your name, the email address you use with us, what happened and what you would like us to do.
What happens next
- We acknowledge your complaint within 5 working days.
- A person not involved in the matter reviews it, looking at your account records and communications.
- We send a full written response within 20 working days. If we need longer, we will tell you why and when to expect it.
- If you are unhappy with the response, you can ask for it to be reviewed by the founder.
Complaints about data protection
You can also complain to the Information Commissioner's Office at ico.org.uk.
Complaints about a university
Decisions about admissions and courses are made by universities. We can help you understand a university's own complaints or appeals process.