Search

The complaints process and appeals procedure for applicants is outlined below

Applicants will not be disadvantaged in any way because they have used the procedure.

These processes apply both for applicants to Anglia Ruskin University London courses and applicants to our Anglia Ruskin University scholarships and UK/EU Fee Waivers.

Appeals

Applicants cannot appeal against academic or professional judgement. Applicants may appeal against an admissions decision only if the appeal relates to:

  • Procedural irregularity - Anglia Ruskin is considered not to have adhered to its procedures
  • Emergence of new information - new information has emerged which was not available at the time of application and which may alter the decision. The reasons why this information was not available at the time of application must be given.
  • Evidence of discrimination or bias.

Applicants may appeal against a decision not to award an fee waiver or Scholarship only if the appeal relates to:

  • Procedural irregularity - Anglia Ruskin is considered not to have adhered to its procedures
  • Emergence of new information - new information has emerged which was not available at the time of application and which may alter the decision. The reasons why this information was not available at the time of application must be given.
  • Evidence of discrimination or bias.

Applicants wishing to appeal against an admissions decision must do so in writing to the Head of Admissions.

Appeals must be received within the admissions cycle in which the application is being made.

The applicant must provide the following information:

  • Name and address
  • Application ID or UCAS Application ID
  • The grounds for the complaint
  • How procedures were not followed
  • What new information should be considered and the reasons why this was not available at the time of the application;
  • Details of discrimination or bias at the time of application

All relevant information must be included at the time of submission of the appeal

The letter of appeal must be signed by the applicant themselves. Appeals made by third parties are not considered unless written authorisation has been received from the applicant.

The applicant receives a letter acknowledging receipt of the appeal within 5 working days.

The appeal is considered by the Head of Admissions. If the Head of Admissions considers there are no grounds for appeal the applicant is informed of this decision in writing within 10 working days.

If the Head of Admissions considers there are valid grounds for appeal this will be investigated and may involve Admissions Tutors and/or Admissions Officers as appropriate.

The Head of Admissions informs the applicant in writing of the outcome of the investigation within 20 working days. If for any reason the investigation continues beyond this deadline, the applicant is informed of the reason for the delay and when they can expect a decision.

Should the applicant wish to pursue the appeal after the written response is received, the applicant must write to the Director of Business Development explaining the reason for their dissatisfaction. The decision of the Director of Business Development is final and is communicated to the applicant within 10 working days.

All information relating to the appeal is stored in accordance with the Data Protection Act (1998).

Complaints

ARU London will respond to all complaints received from applicants. A complaint is defined as a specific concern relating to the service or facilities offered by ARU London or by a member of its staff.

An applicant wishing to register a complaint must do so in writing. Applicants should contact the Head of Admissions unless the complaint is in relation to the Head of Admissions, then the applicant must write to the Director of Business Development.

Complaints must be received within the admissions cycle in which the application is being made. The applicant must provide the following information:

  • Name and address
  • Application ID or UCAS Application ID
  • The grounds for the complaint
  • The remedy which the applicant considers appropriate

All relevant information must be included at the time of submission of the complaint.

The letter of complaint must be signed by the applicant themselves. Complaints from third parties are not considered unless written authorisation has been received from the applicant.

The applicant will receive a response from Admissions acknowledging receipt of the complaint within 5 working days.

The complaint is investigated by the Head of Admissions and the complainant receives a written response within 10 working days of receipt of the complaint.

Should the applicant wish to pursue the complaint after the written response is received, applicants must write to Director of Business Development. The decision of the Director of Business Development is final and is communicated to the applicant within 10 working days.

All information relating to the complaint is stored in accordance with the Data Protection Act (1998).