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Providing a high quality service which satisfies all customers

Our aim is to:

  • be seen as a friendly, approachable organisation which is empathetic, supportive and accessible
  • be trusted by our customers to always provide accurate and timely information and advice
  • be accomplished and professional in everything we do in delivering the complete service
  • be knowledgeable and well informed so that we are able to efficiently and effectively meet the needs of our customers
  • be reliable, honest, dependable and consistent so that our customers can have confidence in our services.

To achieve this we will:UCAS adviser in the call centre

  • provide well trained, easily identifiable staff
  • provide all our customers with clear, accessible information
  • put into operation efficient and cost effective systems and processes
  • train our staff to listen carefully, to give clear explanations, to be courteous and helpful, and to treat you with respect
  • always consider new ways to improve our services, and welcome any comments you would like to make to help us achieve this aim
  • ensure that if a complaint does arise, it is dealt with promptly, openly and fairly and an apology is issued if we make a mistake
  • be sensitive to special needs.

You can help us by:

  • having information we might need ready, such as your Personal ID, when you phone us
  • giving full and accurate information
  • providing us with your institution code and relevant system information
  • contacting the correct department (www.ucas.com/about_us/contact_us)
  • treating our staff with respect
  • letting us know how we can improve our services (feedback@ucas.ac.uk) - you will not receive a response to your email
  • asking us to explain anything of which you are not sure.