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Customer complaints

Whilst we aim to deliver excellent standards of service to all our customers, we also realise that at times you may be dissatisfied when something for which we are responsible has not gone well. We welcome the opportunity to be able to address cases like this.

Whenever we receive a complaint, we do our best to sort out the problem as quickly and helpfully as we can, and to improve our service by learning from the episode.Member of UCAS staff

If you wish to complain about our service, you can call our Customer Contact Centre on 0871 468 0 468 (or 0044 871 468 0 468 from outside the UK), send an email to complaints@ucas.ac.uk or write to UCAS, Rosehill, New Barn Lane, Cheltenham GL52 3LZ. Please give us your Personal ID if you know it.

The email address above is for complaints only: if you have a query about your application, please use our FAQ search facility on every page or call our Customer Contact Centre on the number above.

If you phone us, the Customer Service Adviser who answers your call may be able to deal with your complaint. If you are not satisfied with their response, you can ask to speak to or write to a supervisor or manager. The Customer Service Adviser will be able to give you the correct name and address or telephone number.

If you are not satisfied with the manager's response, you can write direct to the Chief Executive (Complaints), UCAS, Rosehill, New Barn Lane, Cheltenham GL52 3LZ.

The Chief Executive will investigate your complaint and then advise you of the outcome. However, if you are still not satisfied, and in exceptional cases, you can ask for your case to be referred to the Complaint Review Panel. The Review Panel consists of Board Members under an independent chair and will provide a final independent assessment in cases where people feel that they have not been dealt with fairly. If you want to take this action, please write to the Head of Business Process and Quality outlining your complaint and for advice on how to present your case and where to send it. Write to the Head of Business Process and Quality, UCAS, Rosehill, New Barn Lane, Cheltenham, GL52 3LZ.

We aim to reply to all letters of complaint, including complaints we receive by email, within 14 calendar days. However, if we cannot give a full reply within this time, we will write to you to tell you when you can expect a full reply.

What do you think?

We aim to provide a high quality customer service and welcome your help. If you would like to comment on our services, please email feedback@ucas.ac.uk or write to UCAS, Rosehill, New Barn Lane, Cheltenham GL52 3LZ. This email address is for feedback only; you will not receive a response.