Send an email to feedback@oldsite.academia.co.uk or fill in your details into the form and you will receive an automatic bounce back which will provide you with a support ticket reference. If you ever need to speak to anyone via telephone regarding your complaint, please quote this reference.
Within four working hours our dedicated complaints agent will make contact with you via the helpdesk, outlining our timeframe for resolution and providing you with contact details if you would like this escalated further.
Within 5 working days we will provide you with a full report of our findings and how we intend to proceed.
If you are happy with the resolution, we will solve the support ticket. This will be recorded and reported on accordingly via the helpdesk.
If you are unhappy with the findings, we will escalate this to the appropriate second phase of escalation member of staff. This member of staff sits within our senior management team and they will use the information ascertained form the initial report.
The support ticket will stay open for 10 working days from the point of the formal findings report being sent to you. If we have not had a response within 5 working days we will send a follow up email and phone call. If we have no communication after a further 5 working days we will deem the complaint as solved. This will be recorded and reported on accordingly via the helpdesk.
