Complaints Policy

We are committed to deliver exceptional Certificate Programmes. Should you not be happy with any aspect of your Certificate Programme, we recommend you to contact our team right away. If this does not resolve your complaint, the Oxford Certificate Programmes at Worcester College (University of Oxford) has a formal complaints procedure. We will try to help you to resolve your dispute with us, but there are some things that you will have to do before we can take up your case.

Please read the following important information if you wish to make a complaint

You will be in the strongest position if your complaint is made while you are enrolled. If you leave and then complain, you may be more likely to experience difficulties securing prompt responses from us.

You need to show that you have read our Terms and Conditions in relation to your complaint, and that you have made a satisfactory effort to try and resolve your complaint with us informally, whether in person or over email.

If you have not been able to resolve your complaint in this manner, then please send a Formal letter of complaint to us at enquiries.cpc@worc.ox.ac.uk.

Before submitting your complaint to us, please ensure that you have included the following:

  1. A full description of all circumstances leading to the complaint being made.
  2. All documentation relating to the complaint being made, including, but not limited to:
    • enrolment letters
    • any receipts for payments made to us
    • any emails sent and received (if relevant to the complaint)
    • any other correspondence between you and us that relates to this complaint
    • Any other relevant documentary evidence
  3. A Complaints Flowchart is below:Step 1: Please put your complaint into writing including all relevant details. Then send your complaint via email or regular letter/mail to your Course Director. If your complaint relates to the Course Director, please send it to the Programme Director, Manager or Certificate Programme Director.

    Step 2: We will acknowledge the receipt of your complaint also in writing via email or regular letter/mail.

    Step 3: After reviewing and investigating your complaint we will contact you with any further questions.

    Step 4: We then will evaluate all our findings regarding your complaint including reviewing all relevant information we have on file.

    Step 5: After this process has been conducted, we will share with you our findings and any solutions we might be able to offer you.

    Step 6: If you are satisfied with the solutions offered, the complaint has been solved. If are not satisfied with the solutions offered, please get in touch with us again in writing.

    Step 7: We will then review again our investigation and decision again and will share our findings and possible further solutions with you.

    Step 8: In case you are satisfied with the solutions offered, the complaint has been solved. In case you are not satisfied with the solutions offered, you can get in touch with one of the Certificate Programme Directors in writing.

    Step 9: The Certificate Programme Director will review the complaint and how it was dealt with. The Certificate Programme Director might get in touch again with further questions.

    Step 10: The Certificate Programme Director will be in touch with his findings and a final solution offering or a final decision.