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Policies and procedures

Wimbledon College of Arts

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.

If a complaint or appeal is not resolved by UAL Awarding Body, our regulators Ofqual (England), CCEA (Northern Ireland) and Qualifications Wales can be contacted.

View our Customer Service Commitment

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 quality.awarding@arts.ac.uk.

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 quality.awarding@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 quality.awarding@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.

Reasonable adjustments

Special considerations