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 courses and applicants to our Anglia Ruskin University scholarships and UK/EU Fee Waivers.
Anglia Ruskin will respond to all complaints received from applicants. A complaint is defined as a specific concern relating to the service or facilities offered by Anglia Ruskin or by a member of its staff.
An applicant wishing to register a complaint must do so in writing. UK or EU applicants should contact the Head of UK/EU Admissions, via [email protected] and international applicants should contact the Senior International Admissions Manager: [email protected]. If the complaint is in relation to the Head of UK/EU Admissions, the applicant must write to the Director of Marketing. If the complaint is in relation to the Senior International Admissions Manager, the applicant must write to the International Director.
Complaints must be received within the admissions cycle in which the application is being made. The applicant must provide the following information:
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 receives a letter from UK/EU Admissions or International Admissions [email protected], acknowledging receipt of the complaint within 5 working days.
The complaint is investigated by the Head of UK/EU Admissions or Senior International Admissions Manager 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, UK/EU applicants must write to Director of Marketing. International applicants must write to the International Director explaining the reason for their dissatisfaction. The decision of the Director of Marketing / International Director 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).
ARU does not consider appeals against academic or professional judgement. Applicants may appeal against an admissions decision only if the appeal relates to:
Appeals will only be considered where they have been made within 15 working days of the decision that the appeal is being made against being received. Appeals should be made in writing and will only be considered when received by the applicant.
Applicants wishing to appeal against an admissions decision should contact the Head of UK/EU Admissions, Senior International Admissions Manager or Research Degree Manager as appropriate.
The applicant must provide the following information:
The grounds for appeal:
All relevant information must be included at the time of the submission of the appeal.
The applicant will receive an acknowledgement of their appeal within 5 working days of receipt.
The appeal is considered against the allowable criteria by the Head of UK/EU Admissions / Senior Admissions Officer / Research Degree Manager as appropriate who may involve Admissions Tutors and / or Admissions Officers as appropriate. The applicant will be informed of the outcome of their appeal within 20 working days of the receipt of the appeal. If for any reason the investigation continues beyond this deadline, the applicant is informed of the reason for the delay and when a decision can be expected.
Should the applicant wish to pursue the appeal after the written response is received UK/EU applicants must write to Director of Marketing, international applicants the Director of International and research degree applicants the Assistant Director of the Doctoral School explaining the reason for dissatisfaction. The complaint should be sent within 10 working days of the written response being received. The outcome of this complaint will be conveyed to the applicant within 10 working days and will be final.