Policies and procedures

Wimbledon College of Arts. Image by Jo Mansfield.
Wimbledon College of Arts. Image by Jo Mansfield.

Enquiries, appeals and complaints

An enquiry in this instance relates to queries regarding assessment decisions, and/or decisions made by UAL Awarding Body as a result of quality issues within any of our approved centres.

A complaint is a concern about a service, or lack of service provided by UAL Awarding Body or centre to candidates.

An appeal is a concern about the assessment decision given by UAL Awarding Body or centre that affects a candidate. Centres are expected to have complaints and appeals procedures. If candidates have a complaint or an appeal, they must follow their procedures in the first instance. UAL Awarding Body will require details of the outcomes of these processes when investigating a complaint or an appeal.

Complaints

When a complaint is made, the University Awarding Body will require:

  • A description of the problem (including when it happened)
  • A contact name
  • Unique Candidate Number (ULN) if relevant
  • The qualification title
  • The name and address of the Centre

All complaints are handled sensitively, confidentially, logged and monitored.

Please submit all enquires and complaints to Claire Clark at c.m.clark@arts.ac.uk 

*Office opening hours are 9am to 5pm Monday to Friday (excluding Bank Holidays and the period between Christmas and New Year).

Appeals

Stage 1: The first stage of an appeal must be fully and formally conducted and recorded within a centre, unless the centre is appealing against a decision made by UAL Awarding Body, in which case the centre may jump to stage 2 below.

Stage 2: If the appeal cannot be resolved internally, or the appeal comes directly from the approved centre, then an appeals form must be requested from either Ross Anderson: r.anderson@arts.ac.uk or Claire Clark: c.m.clark@arts.ac.uk

Full details of the appeals process can be found in the policies and procedures handbook.

Raising a concern

If you have concerns about malpractice or wrongdoing in relation to UAL qualifications, either at the centre you work/study at or at UAL Awarding Body, please refer to the UAL Awarding Body Whistle Blowing policy below:

If you wish to raise your concern with UAL Awarding Body, please complete the form below and send to Claire Clark at c.m.clark@arts.ac.uk

All concerns raised are handled sensitively, confidentially, logged and monitored.

Wherever possible, UAL Awarding Body will provide a solution or its considered response immediately or within a 24 hour time frame as appropriate to circumstance.