We aim to provide service of a standard that is acceptable to all our users. If we fail to do this we want to know about it. This will enable us not only to deal with the specific problem, but also to avoid it happening again.
In the first instance, we endeavor to resolve all queries informally. Please contact the UKCISA member of staff directly or their line manager. Phone the UKCISA reception (+44) (0) 20 7288 4330 and ask to speak to the person concerned or request their email address to contact them directly.
If you contact us to complain:
- Please set out your issue in a clear and concise manner
- Explain what we did wrong, what we could have done differently and how we can out it right
- Only include relevant information. If we do need more information, we will ask.
Once you have complained, we are committed to:
- Taking all complaints seriously, investigating them proportionately and appropriately
- Ensuring all staff are aware of the complaints policy and clear about their roles when handling complaints
- Apologizing when we have made a mistake, explaining what has happened and how we will rectify the issue
- Using complaints to constantly improve our services
If the situation is not resolved informally, you can make your compliant formal. If you would like information about the formal complaints procedure,
please contact Bhavesh Kotecha, Director of Finance and Resources at UKCISA.
If you want to complain about our provision of immigration advice and
services, you can also complain to the Office of the Immigration Services
Commissioner. More details are available from the OISC website.
Complaints about your institution
In the UK, most organisations have an informal and formal process of resolving complaints. An informal process might mean talking to someone about something that you are dissatisfied with or unhappy about. If you have a personal tutor, this is usually the best person to start with. It's advisable to tackle problems as early as possible to avoid them becoming more serious and often the informal process can resolve any issues.
If talking to someone is not an option (perhaps you are unhappy about the person you are supposed to talk to), you may have to start a more formal process by writing to a designated person in your institution. You should be able to find out about the procedures and who to contact by looking on your institution's website or in your course handbook. You can also seek advice and support from your students' union. They will be well-informed and be able to help you understand how the institution's processes work.
There may be time limits for making a complaint. Always keep copies of any documents and correspondence relating to your complaint.
Ideally, complaints will be resolved internally, but if by the end of the process you are not satisfied with the outcome, there are formal organisations in the UK who are set up to deal with individual cases. These are called 'ombudsmen'. See the link for more information as each country in the UK has a different ombudsman. If you are studying for a qualification at a different organisation to where you are studying, see 'Awarding bodies'.