Escalation Matrix
A clear and structured pathway for addressing questions, concerns, service issues, and support requests throughout your doctoral journey.
A clear and structured pathway for addressing questions, concerns, service issues, and support requests throughout your doctoral journey.
A doctoral journey involves multiple stages, from selecting a programme and preparing an application to progressing through research, academic requirements, and completion.
Questions or concerns can sometimes arise during this process. Our escalation framework provides a clear route for raising an issue when additional attention or review is required.
We encourage students to raise concerns as early as possible so that the appropriate team can understand the situation and work towards a suitable resolution. Every concern is logged and tracked until it reaches a resolution or a documented next step.
Your concern is directed to the appropriate level based on its nature, urgency, and the team responsible for resolving it.
Contact the relevant support or service team first. Many questions can be resolved quickly when the issue is raised directly with the team responsible.
If an issue remains unresolved or requires additional review, it may be referred to a senior team member or the appropriate management level.
Matters requiring senior consideration can be reviewed at the appropriate final escalation level, particularly where previous support channels have not resolved the issue.
From explaining the issue to receiving a resolution, here's what the process looks like from start to finish.
Clearly describe the issue and provide relevant information or supporting documents.
Raise the matter with the appropriate first-level support or responsible team.
If the matter remains unresolved, request review at the next appropriate escalation level.
The matter is reviewed by the relevant team and an appropriate response or next step is provided.
Most concerns are resolved at First-Level Support without needing further escalation.
A well-documented concern is a faster concern. These five habits help our teams understand the issue the first time and avoid unnecessary back-and-forth.
Explain the issue clearly and include relevant dates, reference details, or previous communication.
Start with the team responsible for your concern before requesting further escalation.
Respectful and factual communication helps our teams understand the issue and respond effectively.
If you have not received an appropriate resolution, follow up through the next available support level.
Save reference numbers and prior correspondence so each escalation level has full context immediately.
A few questions we hear most often about how the escalation process actually works in practice.
Always start with the team responsible for the area your concern relates to admissions, academic support, or technical support. Most questions are resolved at this first level within around two business days.
If your concern remains unresolved, or the response you received does not fully address the issue, you can request a review at the next escalation level. Reference your original case so the reviewing team has full context.
Yes. Once your concern moves to management or senior review, you will be told which level is handling it and given an expected response window for that stage.
Raise it with whichever team is most closely related to the issue. They will loop in any other relevant team internally so you do not need to repeat the same concern in multiple places.
Every concern is logged from the moment it is raised and stays visible until it reaches a resolution or a documented next step, regardless of how many levels it passes through.
If you have a question or concern about your doctoral application, programme, support service, or academic journey, contact the appropriate team so we can help you move forward.