Our service to customers

Our vision and mission explained. And how to contact us if you've received excellent service, or you need to make a complaint.
We have a commitment to provide an efficient admissions/applications system for higher education in the UK.

We aim to provide a high quality service which satisfies all customer enquiries, where and whenever required, by giving clear, accurate information and advice.


Vision and mission

Our vision is that UCAS is at the heart of connecting people to higher education.

Our mission is:

  • creating value for members through shared services; and
  • delivering admissions services that help applicants make the right choices, for the right reasons, and with the right outcomes.

Customer focus

At UCAS, universities, schools, colleges, and prospective students are at the heart of everything we do, and every decision we make.

We're committed to delivering a first-class service to all our customers. Our dedicated teams pride themselves on going above and beyond expectations.

Customer feedback is crucial, as it helps us to continue to grow and improve our services across all channels. If you'd like to get in touch with any suggestions or comments, please email us at feedback@ucas.ac.uk.


Employee excellence

If you've received outstanding service from a UCAS employee, we'd love to hear about it!

Your positive feedback helps us continually improve the way UCAS interacts with customers, so we can offer exceptional service as standard.

Simply let us know:

  • the employee's name
  • what they did
  • why they deserve recognition

We'll make sure your appreciation is passed on!

Please email your comments to employeeexcellenceawards@ucas.ac.uk.


How to complain

We’re sorry if you feel you need to complain. Letting us know when and why you are not happy gives us the opportunity to put matters right for you and improve our service for everybody else. No matter how you communicate with us, we’ll listen and endeavour to act on your needs. As you’d expect, if you contact us by phone or email, we’ll be able to try to get you back on track faster.

Once you've contacted us, we'll do our best to resolve any complaints within five working days. If we need more time to complete our investigations, we will keep you updated regularly with our progress.

To help us resolve your complaint, we’ll need:

  • your name
  • for applicants, or if you are complaining on behalf of an applicant, please provide your UCAS Personal Identification number – for confidentiality reasons, you should only provide this when making a complaint over the telephone
  • for schools or colleges, please provide your UCAS centre number
  • a description of your concern
  • what you’d like us to do to put things right
  • a daytime phone number and best time to contact you

Telephone

Many of our customers find the easiest and quickest way to sort things out is by picking up the phone. Often the person you speak to can resolve your complaint there and then. Our contact centre can be reached by calling 0371 468 0 468 – or +44 330 333 0230 from outside the UK – and choosing option one (international call rates apply).

Our opening hours are 09:00 - 17:00 (UK time), Monday to Friday.

Online

It's sometimes easier to type out a quick message, so feel free to email us at complaints@ucas.ac.uk. We will usually get back to you by email, however if we need to discuss confidential information with you, we may call you instead.

Letter

Alternatively, you may choose to write things down in a letter, but please remember to factor the postal service into our response time.

You can to write to us at Customer Complaints Team, UCAS, Rosehill, New Barn Lane, Cheltenham, GL52 3LZ.

If you're still not happy

If for any reason you're not happy with our response, please let the person or team that handled your complaint know. We then have the opportunity to see if there is anything further we can do. Once we're satisfied we've considered all aspects of your complaint, we will send you our final response.