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Customer Service Performance

We are committed to providing the following customer performance. We aim to:

  • answer all calls within 60 seconds

  • respond to emails within four hours (during office hours)

  • process 90% of online applications within 24 hours of submission to UCAS, with the exception of applications received within three days prior to a deadline dateUCAS Customer Service Adviser

  • process online applications within three working days and paper applications within 10 working days during deadline dates

  • provide decision information online to applicants, within eight hours of receiving the decision from the institution

  • monitor IT products and services regularly and, where technical difficulties have been identified, inform customers within four hours

  • provide 24/7 website availability (apart from planned maintenance which will be communicated in advance)

  • respond to queries through social media within two hours (during office hours).