ICS Complaints Policy

Our promise

ICS is committed to providing a quality service and achieving the highest standards of support to our students. One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers.

Therefore we aim to ensure that:

• making a complaint is as simple as possible;
• we treat a complaint as any clear expression of dissatisfaction with our service which calls for a response;
• we deal with it promptly, politely and professionally;
• we respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc;
• we learn from complaints and use them to improve our service

How do I make a complaint?

• Complaints should be raised as soon as possible after the problem occurred.
• Complaints must be made in writing and sent to:

The Complaints Management Team
ICS
Skypark 5 (First Floor)
45 Finnieston Street
Glasgow
G3 8JU

customerservices@ics-uk.co.uk

• We will reply in writing within 21 working days from when we received your complaint. If it is not possible to give you a full reply within this time, for example, if your complaint requires more detailed investigation, we will give you an interim response telling you what is being done to deal with your complaint, when you can expect the full reply and from whom.