Version number | 1.0 | Status (draft/final) | Final |
Owning Department | GlobalU Operations & Student Services | Summary of amendments | Aligned to GlobalU LMS procedures |
Document objectives | To outline how applicants may raise complaints regarding application, onboarding, or LMS access. | Intended Recipients | Applicants, partner institutions, GlobalU staff |
Date of Issue | January 2026 | Review Date | Annually |
1. Document Purpose
This procedure explains how applicants may raise complaints if they are dissatisfied with any aspect of their experience with GlobalU, including but not limited to:
Application and onboarding processes
Account setup or LMS access
Learning or induction experience (where applicable)
Assessment or evaluation processes linked to onboarding
Quality or timeliness of support
Conduct of staff, agents, or representatives
Policies, procedures, or organisational practices
It also outlines how complaints are received, investigated, responded to, and resolved within defined timeframes.
2. Introduction
GlobalU is committed to delivering a fair, transparent, and high-quality experience for all applicants.
We recognise that concerns may arise and view complaints as an opportunity to improve services, processes, and communication. This procedure ensures that all complaints are handled consistently, respectfully, and in accordance with applicable data protection and consumer standards.
3. General Principles
GlobalU applies the following principles when handling complaints:
Fair Handling: All complaints are treated seriously, impartially, and investigated promptly.
No Detriment: Applicants will not be disadvantaged or treated unfairly for raising a complaint.
Confidentiality: Complaints are handled securely and in line with UK GDPR and applicable data protection laws.
Accessibility: Complaints may be submitted by applicants or authorised third parties acting on their behalf.
Transparency: Clear information is provided about processes, timelines, and outcomes.
Scope: This procedure applies to complaints relating to onboarding, access, learning experience, assessment, support, staff conduct, agents, and organisational processes.
4. Who May Raise a Complaint
Complaints may be submitted by:
Applicants to GlobalU programmes or services
Prospective learners who have begun onboarding
Authorised representatives (e.g. agents, guardians, or sponsors) with the applicant’s consent
5. Types of Complaints
Complaints may include, but are not limited to:
Access or Onboarding Decisions
Delays or errors in account activation or LMS access
Service or Process Complaints
Quality, clarity, or responsiveness of services provided
Learning Experience or Induction Issues
Concerns related to induction content or orientation activities
Assessment or Evaluation Complaints
Decisions made during onboarding or eligibility checks
Fees or Charges
Fee assessments, invoices, or payment handling
Agent or Recruitment Partner Conduct
Misrepresentation, communication issues, or inappropriate behaviour
Staff Conduct or Organisational Practices
Behaviour of GlobalU staff or concerns about policies or procedures
6. Complaint Procedure
6.1 Stage 1 – Informal Complaint
Applicants are encouraged to raise concerns informally in the first instance through one of the following channels:
GlobalU Support Portal
Email
Ticketing System
WhatsApp Support
GlobalU will:
Acknowledge receipt of the complaint
Investigate the issue
Provide a response within 10 working days
Many concerns can be resolved quickly at this stage.
6.2 Stage 2 – Formal Complaint
If the applicant is not satisfied with the Stage 1 response, they may escalate the complaint formally by requesting a review.
Formal complaints will be reviewed by the Head of Operations & Student Services or a designated senior officer not previously involved.
GlobalU will:
Conduct a further investigation
Issue a written response within 15 working days
6.3 Stage 3 – Final Review
Applicants may request a final review where:
New and relevant evidence becomes available, or
There is a concern that procedures were not followed correctly
The complaint will be escalated to the GlobalU Director of Operations or an equivalent executive role.
A final response will be issued within 30 working days
The outcome of this stage is considered final within GlobalU’s internal processes
7. Outcomes & Remedies
Depending on the nature of the complaint, outcomes may include:
Clarification or explanation
Apology or acknowledgement of error
Correction of records or decisions
Process improvement actions
Referral to another policy (e.g. refund, agent management, or disciplinary procedures)
8. Records & Monitoring
GlobalU will:
Maintain records of complaints and outcomes
Monitor trends to identify systemic issues
Use feedback to improve services and procedures
Complaint records are retained in line with GlobalU’s data retention policies.
9. Further Information & Support
Applicants requiring guidance or support in submitting a complaint may contact GlobalU Student Services via:
Support Portal
Email
Ticketing System
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