Complaints policy

If something has gone wrong, we want to know and we want to fix it.

1. Tell your counsellor

Most problems are resolved in a conversation. Your counsellor will respond within one working day.

2. Escalate

If you are not satisfied, email wecare@oasislearninghub.com with your name, the counsellor's name and what happened. A manager acknowledges within two working days and replies in full within ten.

3. Final review

If you remain unhappy, ask for a director's review. You receive a written decision within a further ten working days.

4. Beyond us

Complaints about a university should also be made to the university under its own procedure. Complaints about data handling may go to the Information Commissioner's Office.

Last updated September 2026.