United Consortium for Business Ltd is committed to providing high-quality professional education and an excellent experience for all participants, clients, and stakeholders. We take all complaints seriously and view them as an opportunity to learn and improve our services.
We aim to resolve every complaint fairly, promptly, and transparently. This procedure sets out how you can raise a complaint and the steps we will take to resolve it.
A complaint is any expression of dissatisfaction about our services, staff, or processes that requires a formal response. This may include, but is not limited to:
General feedback and suggestions are welcome but are handled separately from formal complaints. If you simply wish to provide feedback, please email us at info@unitedconsortium.co.uk.
Our complaints process has three stages. We aim to resolve the majority of complaints at Stage 1.
In the first instance, we encourage you to raise your concern directly with the relevant member of staff or your programme coordinator. Many issues can be resolved quickly through informal discussion.
If the matter cannot be resolved informally, or if you prefer not to raise it informally, you may proceed directly to Stage 2.
Submit your formal complaint in writing, including:
Send your formal complaint to:
Upon receipt, we will:
If the investigation requires more time, we will inform you of the delay and provide a revised timeline.
If you are dissatisfied with the outcome of Stage 2, you may appeal within 10 working days of receiving the Stage 2 response. Your appeal should be submitted in writing to the same address, clearly stating:
Your appeal will be reviewed by a senior director or designated independent reviewer who was not involved in the original investigation. A final written decision will be provided within 20 working days.
The Stage 3 decision is our final internal response.
Depending on the nature and findings of the investigation, possible outcomes may include:
If you remain dissatisfied after completing all three stages of our internal complaints process, you may wish to escalate your complaint to an external body:
If your complaint relates to how we handle your personal data, you have the right to lodge a complaint with the Information Commissioner's Office (ICO):
If your complaint involves a consumer rights matter, you may contact:
In certain circumstances, you may be eligible to use an alternative dispute resolution service. We will advise you if this option is available for your specific complaint.
While we take all genuine complaints seriously, we reserve the right to decline or discontinue the investigation of complaints that are:
In such cases, we will write to you explaining our decision and the reasons for it.
We maintain confidential records of all formal complaints, including the nature of the complaint, the investigation process, the outcome, and any actions taken. Complaint data is reviewed regularly by our leadership team to identify trends, improve our services, and prevent recurring issues.
Complaint records are retained in accordance with our Privacy Policy and applicable data retention requirements.
To submit a formal complaint or to ask questions about this procedure, please contact:
Office hours: Monday – Friday, 9:00 AM – 6:00 PM. We aim to acknowledge all complaints within 3 working days.