Information for Applicants (complaints and appeals)

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 contact details
• 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. Additional evidence supplied after the submission of the complaint is not considered.

Complaints from third parties are not considered unless written authorisation has been received from the applicant.

Complaints must be sent to Admissions@london.aru.ac.uk.

 Complaints are acknowledged within five working days of receipt. The complaint is investigated by the Head of Admissions and the complainant will receive a written outcome 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, 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 is final.

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

• Procedural irregularity - ARU London 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.

Appeals are only 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 are only considered when received by the applicant.

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

The applicant must provide the following information:

• Name and contact details
• 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

Appeals must be sent to Admissions@london.aru.ac.uk.

The applicant receives an acknowledgement of their appeal within 5 working days of receipt.

The appeal is considered against the allowable criteria by the Head of Admissions.  The applicant is 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 applicants must write to Director of Business Development, 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 isconveyed to the applicant within 10 working days and is final.