UKAAS legal information
Complaints Procedure
The general route for service and administrative complaints, with specialist routes preserved for privacy, assessment, conduct and cancellation matters.
Version 1.0 · Effective 13 August 2026
Choose the correct route
- Account correction, payment, renewal or cancellation: use the account or cancellation route.
- Fellowship outcome: use the published review and appeal procedure within its deadline.
- Conduct or disciplinary matter: use the confidential Code of Conduct procedure.
- Personal-data handling: use the data-protection complaints section of the Privacy Notice.
- Service, delay, access, communication or administration: use this general procedure.
Submitting a general complaint
Email contact@ukaas.org with the subject “Formal complaint”, or write to the registered office. State the relevant account, application or event reference, material facts, dates, people already contacted, outcome sought and essential evidence. Do not send passwords, authentication codes or complete card details.
UKAAS aims to acknowledge a general complaint within five working days and provide a substantive response within twenty working days. If the matter is complex, dependent on a third party or requires a fair opportunity for another person to respond, UKAAS will explain the revised timetable.
Investigation and review
The investigator identifies the issues, preserves relevant records, manages conflicts, gives affected people a fair opportunity to respond, distinguishes evidence from allegation and states findings, reasons and corrective action. Confidential or third-party information is disclosed only where lawful and fair.
A request for internal review should identify a material factual error, procedural failure, conflict or unreasonable outcome. Where practicable, a reviewer not materially involved in the original handling decides the review. This does not replace a specialist appeal under Fellowship or conduct rules.
Data-protection complaints
A complaint concerning personal data will be acknowledged within 30 days, investigated without undue delay, kept under review and concluded with an outcome and reasons under the Data (Use and Access) Act 2025. The complainant may also approach the Information Commissioner's Office.
Protection and external rights
UKAAS will not disadvantage a person merely for making a complaint, giving evidence or raising a concern in good faith. Knowingly false, malicious or abusive conduct may be addressed under the Code of Conduct, but disagreement with UKAAS is not itself misconduct.
This procedure does not remove statutory consumer rights, court rights, a report to a regulator or law-enforcement body, or an urgent safeguarding route. UKAAS does not describe itself as an ombudsman and cannot bind an external authority.