Complaints

FutureLearn services

If you are experiencing any issues or are unhappy with an aspect of the service FutureLearn provides, please first contact user support.

In the unlikely event your issue has not been resolved, you may then escalate it as a complaint for investigation.

Submitting your complaint

Please email your complaint, along with any supporting evidence, to complaints@futurelearn.com.

What happens next

Your complaint will be escalated internally within FutureLearn for investigation. We will try and respond to your complaint within 10 working days, or let you know the status of the investigation if it will take longer. We will always keep you updated.

Who reviews complaints

Complaints are processed by our User Support team but will be passed to members of staff as appropriate. For example, a complaint about a moderation decision might be reviewed by FutureLearn’s Head of Content, Legal Counsel, and User Advocates not involved in the original moderation decision. Your complaint and your personal details will always be treated confidentially and will not be shared with anyone outside of the investigation.

Course content or facilitation (partners)

FutureLearn is not responsible for the content of courses on our platform. As such any complaints about course content will be passed on to the partner that created and ran the course.

Submitting your complaint

Please submit your complaint, along with any supporting evidence, to complaints@futurelearn.com.

What happens next

Your complaint is passed on to the partner by FutureLearn. FutureLearn will coordinate with the partner and aim to respond to your complaint within 20 working days, or let you know the status of the investigation if it will take longer. We will always keep you updated.

Who reviews complaints

Who reviews the complaint will depend on the processes within the specific partner organisation.