Complaints policy
This policy applies to every programme on this site. It is written in plain English, dated, and linked from the fees section of every course page. Last reviewed 23 October 2026.
Stage 1: tell us
Most problems are solved fastest by your module tutor or student support. Email [email protected] describing the issue and what outcome you want. We acknowledge every complaint within one working day and aim to resolve Stage 1 complaints within 10 working days.
Stage 2: formal review
If you are not satisfied with the Stage 1 response, reply asking for a formal review. A manager not involved in the original decision reviews the file and replies in writing within 20 working days with the decision and the reasons for it.
Assessment results and academic appeals
Complaints about a mark or an assessment decision follow the awarding university's academic appeals procedure, because the university moderates assessment and confers the degree. We will tell you how to lodge the appeal and provide the assessment record the university needs.
What we record and how we use it
Every complaint is logged with its dates, stages and outcome. We review the log each quarter to fix the causes of repeated complaints. Making a complaint never affects your marks or your place on the programme.