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Specialist study skills - bookings, cancellations and feedback

Find out how to book or cancel one of our specialist mentoring and study skills sessions alongside the process of providing feedback.

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Booking sessions

To book your first session of specialist study skills support, please contact us with your preferred time through the following:

Please indicate a time that works for you in line with your timetable. We will do our best to give you your preferred time.

You will then receive a booking confirmation with appointment details from askUCL. You can also view all of your appointment bookings by logging into askUCL

UCL uses an online timesheet system called Opus. Once you have booked your first appointment, your details will be uploaded onto Opus so that we can monitor the amount of sessions that you are using.

You will be sent an additional email once your details have been uploaded onto the Opus system.

Further sessions of support can be booked directly with your specialist study skills tutor during sessions or by contacting the Student Support and Wellbeing service through askUCL.

Cancelling and rearranging sessions 

If you need to cancel or rearrange a session of support, please let the Student Support and Wellbeing team or your specialist study skills tutor know as soon as possible, giving a reason for the need to cancel or rearrange.

If your study skills sessions are funded through Disabled Students' Allowances, this allowance will not meet the cost of cancelled support sessions if the cancellation is made with less than 24 hours’ notice.

This means that this session will be charged to your allocated hours of support.

If you miss more than two booked sessions in a single term (including cancellations at short notice), access to this support may be suspended whilst an adviser investigates the reasons for this.

To cancel or rearrange a session:

Feedback and complaints 

At UCL, we pride ourselves on providing students with a high quality service for our study skills provision.

It is recognised that from time to time problems do arise and students may wish to express concern or dissatisfaction with aspects of UCL’s study skills provision or the quality of services provided. UCL’s policy is to encourage feedback regarding perceived problems so that they can be addressed and improvements made to the student experience. UCL sees the handling and monitoring of complaints as an important aspect of our quality assurance procedures and service provision.

You can make a complaint in writing, by email or by calling us. Your complaint will be acknowledged and responded to within 10 working days of the complaint being received (please note that UCL closure days are not considered working days).

To make a complaint, contact:

Chilima Sianyeuka, Head of Student Support and Wellbeing (Disability, Mental Health and Wellbeing), Floor 1, UCL Student Centre, 27-28 Gordon Square, London, WC1H 0AW

Call on: +44 (0)20 7679 1011

Email: c.sianyeuka@ucl.ac.uk

What to do if you are not satisfied with the outcome of your complaint

If your complaint requires further investigation, you will be provided with the name of the person investigating your complaint. You will receive a response in writing within 28 working days of the complaint being received.

If you are unhappy with the outcome of a complaint, you can appeal for it to be reconsidered, outlining the reasons why, direct to the Head of Student Support and Wellbeing (Disability, Mental Health and Wellbeing) within 10 days of receiving your response, using the contact details provided above.

If you are unhappy with the outcome of your appeal, you will be directed to the UCL Complaints Procedure (UCL being the organisation within which the NMH provision is provided).

What to do if you are unhappy with UCL's final response

If you are unhappy with the final outcome of your complaint as dealt with by UCL, you can contact your Disabled Students' Allowances funding body (such as Student Finance England).

You can also seek independent advice from services such as the Students' Union UCL.