On receiving the information that she has been rejected, Anne does not understand why her Personal Statement was not considered up to scratch. She remembers that the Entry Profile referred to the process of getting feedback about an application, so she checks up how to go about it.

The university has a policy through which enquirers are encouraged to refer to guidance on the university's website; formal responses are made only to written or emailed requests for feedback. Anne sends an email to the central admissions department, giving her Unique Learner Number and requesting feedback on the reasons for the rejection of her application.

John Smith, a member of staff in the department, receives Anne's email and the university's email system automatically acknowledges receipt.