Complaints & Resolution Procedure

1. Purpose

To provide a fair, transparent process for resolving complaints.

2. How to Submit a Complaint

Users may submit complaints via:

• [email protected]
• The ULHUB help centre

3. Process

• Acknowledgement within 3–5 working days
• Investigation by ULHUB staff
• Outcome provided in writing
• Appeal available if user disagrees with the decision

4. Types of Complaints

• Technical issues
• Teacher behaviour
• Course quality
• Community misconduct
• Safeguarding concerns

5. Resolution

ULHUB aims to resolve complaints within 14 working days.