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Admissions complaints and appeals

This information applies to complaints about our admissions process.

We take all complaints seriously and make sure they are dealt with fairly under our Equal Opportunities Policy.

The admissions complaints process applies from initial enquiry to pre-enrolment.

Please use the Student Complaints information to make a complaint if you've completed enrolment or you're a current student.

To view full details of our Admissions Complaints policy and processes, refer to the UAL Admissions Policy PDF (370KB).

Scope of the policy

This complaints process covers applications to further education, undergraduate and postgraduate courses. This includes research degrees delivered at University of the Arts London.

  • Courses that run through franchises would have their internal processes for handling complaints. These courses would still follow UAL regulations.
  • Collaborative courses with other institutions follow the complaints process of the lead institution. This is as defined in the contract.

The following areas are not covered by this policy:

  • Courses delivered by other institutions through the UALAB Awarding Body
  • Short courses delivered by UAL Short Courses
  • UAL Online courses
  • Issues about another University department, which may be better considered by the department's complaints process
  • Scholarships
  • Pre-application management of enquiries such as open days.

Definition of an admissions complaint

A complaint can fall into one of the following categories:

Complaints relating to provision or process

This refers to complaints about the handling of an application.

For example, relating to the services provided by the University or the conduct of a member of staff.

Complaints about the fees classification process

This refers to appeals against the fees assessment outcome and/or complaints about the assessment handling.

An appeal will only be considered where there is evidence the decision has not taken place with due regard to the current fee regulations.

Grounds for submitting a complaint where an applicant believes and has evidence to support a claim include:

  • The University has not followed its stated procedures.
  • There is evidence of bias or prejudice in the decision-making process
  • An applicant has new information which could not have been available at the time of the initial application.

Complaints challenging academic judgement will not be considered

Academic judgement is defined as a judgement about a matter where only the opinion of an academic expert will suffice.

This includes a decision made based on a published prerequisite for the relevant course.

A third party can only raise concerns about an applicant where:

  • the applicant has given consent for the third party to represent them and
  • the applicant has given University of the Arts London consent to discuss the case with the third party.

The process of making a complaint

There are 3 stages to the admissions complaints process. The stages must happen in the following sequence:

Stage 1 - Informal complaint

We aim to resolve complaints at an early stage. It's expected that most complaints can be resolved well on an informal basis.

If you wish to make a Stage 1 complaint, please email admissions@arts.ac.uk

Please include the following information:

  • Email subject: Stage 1 complaint
  • Applicant ID (if applicable)
  • Course title
  • Details of the complaint

Admissions process complaints must be made within 2 months of the actions or lack of actions that prompted the complaint.

In the case of fee assessments, before enrolment in the year in which your course commences.

We aim to respond to Stage 1 complaints within 10 working days.

If it is not possible to respond within 10 working days you will receive information about the timescale for the receipt of a full response.

Stage 2 - Formal written complaint

If you are not content with the response given at Stage 1, you can make a formal written complaint.

If you wish to make a Stage 2 complaint, please email admissions@arts.ac.uk

Please include the following information:

  • Email subject: Stage 2 complaint
  • Applicant ID (if applicable)
  • Course title
  • Details of the complaint including the informal steps already taken. Details of the Stage 1 response received,  and a statement of why you remain dissatisfied. Also the remedy you are seeking.

You must make your complaint no more than 10 working days after receiving your Stage 1 communication. We aim to respond to Stage 2 complaints within 15 working days.

If it is not possible to respond within 15 working days you will receive information about the timescale for the receipt of a full response.

Stage 3 - Final formal stage

If you are not satisfied with the response given at Stage 2, you may proceed to Stage 3 only if you can show the following:

  • You have new information which for good reason was not available at Stage 2. This information must be essential to the complaint.
  • The University failed to follow its procedures at Stage 2, which disadvantaged you.

If you are able meet one of the above criteria, please email admissions@arts.ac.uk. Include the following information:

  • Email subject: Stage 3 complaint
  • Applicant ID (if applicable)
  • Course title
  • Copies of the correspondence from the previous stages.

For complaints relating to fees classification decisions, the Associate Director of Admissions and Applicant Relations will review the decision made against the UK legislation. This concerns the determination of fee classifications. Read more about fee classifications at UKCISA.

This will determine whether it has been properly and accurately applied. The decision of the Associate Director of Admissions and Applicant Relations after the review is completed is considered final.

For complaints relating to the process that was followed, the Associate Director of Admissions and Applicant Relations will appoint a person(s) within the University to carry out an investigation. This person will not have been previously involved in the complaint.

Following the investigation, the investigator will write and submit a report containing recommendations to the Associate Director of Admissions and Applicant Relations.

The Associate Director of Admissions and Applicant Relations will determine what action will be taken. The action will be communicated in writing to the applicant.

This communication normally takes place within 30 working days of acknowledging receipt of the Stage 3 complaint. We ask applicants not to contact the University until this period has expired.

The decision of the Associate Director of Admissions and Applicant Relations after this process is completed will be considered final, and no further appeal or review is permitted.