Complaints policy

Our commitment

We aim to provide clear, respectful and reliable support. A complaint will not disadvantage a student or affect how they are treated.

How to complain

Email info@academic-uk.com with the subject “Complaint”, or write to ACADEMIC-UK LTD, 168 City Road, Cardiff, CF24 3JE. Include your name, contact details, what happened, relevant dates and the outcome you are seeking.

What happens next

• We will acknowledge the complaint within five working days.
• A person who can review the matter fairly will investigate it.
• We aim to provide a written outcome within 20 working days. If more time is needed, we will explain why and give an updated date.
• We will explain the decision, any action taken and any available internal review.

Safeguarding and urgent concerns

Do not wait for the complaints process where someone may be at immediate risk. Contact the emergency services or the appropriate local safeguarding authority. Tell Academic UK as soon as it is safe to do so.

External routes

Depending on the subject, you may also have the right to contact a university, guardian provider, professional regulator, consumer adviser, the Information Commissioner’s Office or another competent authority. We will identify the relevant route where we can.