Complaints
Complaints
If something has gone wrong, we want to know and put it right. This page explains how to complain and what to expect.
1. About this policy
Last updated: 10 October 2026.
This policy covers complaints about Oxonia Academy's Services, staff, website and conduct. It does not cover academic decisions such as marks, which belong to your university.
2. Students and staff: start with your university
- Marks and results. Use your university's appeals process. Every mark in Oxonia Mark is approved by a named examiner, and appeals and re-marks are tracked.
- Fees and refunds. Contact the bursary. See Refund and cancellation.
- Access or a fault. Contact your IT service desk.
- Your data. Contact your university's data protection officer. See the student privacy notice.
Your university will involve us if the problem is with the platform. If you cannot resolve it with your university, you can still contact us.
3. How to complain to us
Email support@oxonia.ai for complaints about the Services, privacy@oxonia.ai for complaints about personal data, or legal@oxonia.ai for anything else. You can also write to Complaints, Oxonia Academy, [Registered office address]. Please tell us:
- who you are and how to contact you;
- what happened, when, and which product or person was involved; and
- what you would like us to do.
4. What happens next
- We acknowledge your complaint within 5 working days.
- Someone not involved in the matter looks into it.
- We aim to send a full reply within 20 working days. If it will take longer, we tell you why and when to expect it.
- If you are not satisfied, you can ask for a review by a director, who will reply within a further 20 working days.
5. Complaints about AI output
If an AI feature produced something wrong, unfair or offensive, tell us what it was and where. University staff can also log it in the incidents log in Oxonia Policy. We use these reports to improve the platform. See the responsible AI policy.
6. Data protection and accessibility
For data protection complaints, you can also go to the Information Commissioner's Office in the UK or your country's data protection authority. See our privacy notice and regional privacy addenda. For accessibility problems, see the accessibility statement.
7. Learning from complaints
We record complaints and review them regularly to spot patterns and fix their causes. We keep complaint records for 6 years after they are closed.
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