We are committed to delivering the best possible service to our students. However, despite our best efforts, things can go wrong and, when they do, we want to know so that we can put them right as soon as possible.
In the unfortunate circumstance that you have a complaint, please contact us by any of the following methods:
Telephone: 020 3893 5400 (we're open 8am - 8pm Monday - Thursday, 8am - 5pm Friday and 9.30am - 4.30pm on Saturdays)
Mail: Student Services, AVADO Learning, Translation & Innovation Hub (I-HUB), Imperial College White City Campus, 80 Wood Lane London, W12 0BZ
If you register your complaint by telephone, our Student Services team will ask you about the nature of your complaint and seek to resolve the problem. If this is not possible we will agree a course of action with you.
From receipt of your complaint we will deal with it promptly, effectively and in a positive manner and always endeavour to meet the following schedule:
By day 5 we will investigate your complaint and send a final response. If your complaint cannot be resolved immediately you will receive an acknowledgment letter, giving details of the person who will be handling the complaint and whom will complete a thorough investigation of your concerns.
By week 4 or upon conclusion of our investigation we will send a final response. If we are unable to resolve your complaint, for example if we are awaiting information from another party, we will send a letter updating you with our progress.
By week 8 or upon conclusion of our investigation we will send you our final response. In the unlikely event we are unable to respond we will send you a letter updating you with our progress.
If your complaint specifically relates to your Credit Agreement and you feel that your complaint has not been concluded to your satisfaction following this procedure, you may refer the matter to the Financial Ombudsman Service within six months of our final response. Their details are:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
Telephone: 0800 023 4567