Complaints and appeals
If you think a result is wrong, or a service fell short, tell us. This page shows each step, how long it takes, and where you can go if you are still not satisfied.
An appeal or a complaint
Both follow the same steps, and both are free.
An appeal is about a decision
- A test result or a grade
- An admission or transfer credit decision
- A refund decision
- A decision under the academic integrity policy
A complaint is about a service
- A reply that did not come, or came late
- A problem with a payment or a document
- The way you were treated
- The conduct of an authorized representative
Often one message is enough
Most problems are solved fastest by a message to your academic advisor, or to technical support.
You do not have to try this first. You may open a formal case at any time within the 30 days, and an informal message does not stop the clock or replace your right to a formal case.
A formal case, step by step
- Write to the registrarSend your case to [email protected] within 30 days of the result or event, with the subject "Appeal" or "Complaint". Give your registration number, say what happened, and say what outcome you are asking for. Attach anything that supports your case.
- AcknowledgementYou receive a reply confirming that your case is open within 3 working days.
- Review by a personYour case is examined by a person with the authority to change the decision, who reads the record and the evidence behind it. No case is decided automatically, and nobody reviews a complaint about themselves.
- Written decisionYou receive the decision and its reasons in writing within 15 working days of the acknowledgement.
- Second reviewIf you disagree, you may ask once for the decision to be reviewed by a senior officer of the University who took no part in it. That review is the final decision of the University.
Four things you can count on
It never counts against you
An appeal or a complaint does not affect your standing, your grades or how you are treated.
It is free
There is no fee for opening a case or for asking for a second review.
It is kept confidential
Your case is seen only by the people who handle it.
It is recorded
Every case is recorded with its outcome, and the record is used to improve our courses and services.
If you are still not satisfied
The second review is the last step inside the University. It does not take away any right the law gives you.
- If you have used both steps and still disagree, you may take the matter to the consumer protection authority of the country where you live.
- Where the law of your country gives you a right to complain to a public body, nothing on this page limits it.
- The University will list on this page any external body that reviews complaints about it. An accreditor will be listed here from the day an accreditation is granted. No external body is listed today.
Read the policies this procedure protects
Assessment, grading, academic integrity, equal opportunity and accessibility.