Complaint Procedure

Here's a concise complaint procedure:


1. Informal Resolution:
If you have any concerns, discuss them with the agent or supervisor to resolve the issue informally. If you do not feel comfortable addressing the issue directly with this person, you can contact the person responsible for the department. It's important to raise your complaint as soon as it occurs. Many issues can be resolved easily and quickly if you communicate your problem to someone.


2. Formal Complaint:
If informal resolution fails, submit a formal written complaint to the agency’s designated complaints handler, which includes:

  • Your contact details;

  • Detailed description of the issue;

  • Relevant dates, times and locations;

  • Names of staff involved;

  • Any supporting evidence;


3. Investigation:

The agency will investigate your complaint, which may involve contacting you for additional information.


4. Resolution:

The agency will aim to resolve the complaint within 15-20 working days, informing you of any delays.


5. Outcome:

You will receive a written response detailing the investigation’s findings and any actions taken.


6. Appeal:

If unsatisfied with the outcome, you may appeal to a higher authority within the agency or an independent ombudsman.


7. External bodies:

If the issue remains unresolved, you can escalate it to relevant external organizations, such as:

  • The university or educational institution involved;

  • Professional associations e.g, UKCISA (UK Council for International Student Affairs);

  • Government bodies overseeing education or immigration;

Remember to keep records of all communications and adhere to any specific time frames provided by the agency throughout the complaint process.

We expect you to be respectful and honest when you make a complaint or appeal. We will treat you in the same way. Repeatedly making the same complaint or appeal, or knowingly making a complaint or appeal that is without merit or is malicious, is not acceptable. Using rude or abusive language is also not acceptable.

We reserve the right to temporarily suspend consideration of your complaint while we address the unacceptable behaviour or to cease considering your complaint entirely if this behaviour persists despite our efforts to stop it.

If you have a disability, you may request a reasonable adjustment to prevent disadvantage. Please inform us promptly if this applies to you.

The student complaint procedure requires students to identify themselves so that the matter can be investigated and an effective remedy can be put in place. However, in some instances, a student may wish to report something to the agency for appropriate action but not wish to be named or make a formal complaint. In such a situation, please speak to your consultant, and we will discuss through any available informal options.

OVERSEAS EDUCATION CONSULTANT
LIMITED

Address

The Royal Borough of Kingston,

KT3 4AN, London,

United Kingdom

Tel: +44 20 3838 2815

Mobile: +44 751 8117025