UE’s service and academic structure is designed to manage student affairs. Our service and academic staff are dedicated to helping our students so they can study successfully with minimal distractions. If you have questions about study fees, semester tickets, study schedule, job/internship opportunities, grades, diplomas, etc., please write an email to email@example.com.
Contact your campus program leader if you have an academic question concerning your study program, course/module content, thesis topic, academic progression, professors, or adjunct teaching staff, etc. Visit our academic organigram if you are not sure who your program leader is.
Our service and academic staff will make every effort to attend to your needs right away, however, some queries might take a bit of time – especially, when the issue is more complex.
Complaint Process at UE
In the unlikely event that your issue could not be solved to your satisfaction, UE has defined a four-level escalation process (see below).
To initiate the complaint process, please write an email to firstname.lastname@example.org with only the word Complaint in the subject line. Please note that only emails from the official ue-germany.de domain can be processed. At the top of the main body of your email, describe your issue in plain words. Then describe its history. Complaint emails will be addressed differently than regular queries as they enter a different process. Please ensure you go through the enquiry route first to allow for the right teams to address this in the first stage. During the complaint process you will receive regular status updates.
Some rules to help speed up the process:
State only one issue per mail.
If you have a second complaint, write a second email about the second issue. This will help us solve your complaint more easily.
Do not label normal questions as complaints! This will slow down the process of answering your questions.
Do not contact multiple persons with the same complaint. Staff will respond more quickly if you send only one
The relevant department is able to solve the complaint right away, and closes the ticket.
When the relevant department cannot solve the complaint, they escalate it to the campus manager. The campus manager will address service-related queries and forward the complaint to the vice-deans when it is about an academic matter.
The Campus manager and Vice-deans escalate complaints involving different stakeholders to the Chancellor, the Vice-President Academic, or the Vice-President for Dubai campus.
Complaints that cannot be solved at Level 3 will be forwarded to UE’s Grievance Council. The Grievance Council is staffed by representatives of UE’s Student Council, UE’s Presidium, and by representatives from the shareholder (GGG). Students whose complaint ticket has been closed but who are dissatisfied with the solution, can request that the Grievance Council hear their complaint. Please note that matters can only be heard by the Grievance Council, if the student has gone through the process of a regular complaint process first as outlined above.