We're committed to providing great customer service – our standards are explained here.


  • We aim to answer all calls within 60 seconds.
  • We aim to respond to all social media enquiries within two working hours.
  • We aim to respond to email enquiries within three working days.


  • We process 90% of applications within 24 hours of receiving them at UCAS.
  • The other 10% are during the three days leading up to a deadline date – these take up to three working days to process.
  • We provide decision information to applicants online within eight hours of receiving the decision from the course provider.


  • We monitor IT services regularly and let customers know about technical difficulties within four hours.
  • The website is available 24/7 (apart from planned maintenance, which we announce in advance).