Complaints Policy
Last updated: 25 August 2026
Study Consulting LTD is committed to providing a professional, transparent and supportive service to all students, applicants, partners and other individuals who interact with us.
We aim to resolve concerns fairly, objectively and as quickly as reasonably possible. We also use complaints as an opportunity to review and improve our services.
1. Purpose of This Policy
A complaint is generally an expression of dissatisfaction about a service, action, decision, communication or conduct that requires a response. This is consistent with established UK public-sector complaints-handling principles.
This Complaints Policy explains:
- how you can raise a concern or complaint;
- what information you should provide;
- how we will review your complaint;
- when you can expect a response;
- what you can do if you remain dissatisfied.
A complaint is generally an expression of dissatisfaction about a service, action, decision, communication or conduct that requires a response. This is consistent with established UK public-sector complaints-handling principles.
2. What You Can Complain About
You may make a complaint about matters including:
- the standard of service provided by Study Consulting;
- the conduct or behaviour of a member of our team;
- delays in responding to your enquiry or application;
- incorrect or unclear information provided by us;
- the way your application or enquiry has been handled;
- communication issues;
- concerns regarding our administrative processes;
- failure to provide a service that we agreed to provide;
- concerns about fairness, professionalism or transparency.
We will consider complaints objectively and impartially.
3. Matters Outside Our Control
Study Consulting provides guidance and support to prospective students, but some decisions are made independently by universities, colleges, government bodies or other organisations.
For example, we cannot control or overturn:
- university admissions decisions;
- offers or rejections made by an education provider;
- academic entry requirements;
- tuition fee decisions;
- course cancellations or changes;
- visa or immigration decisions;
- Student Finance England eligibility or funding decisions;
- decisions made by third-party organisations.
If your complaint relates primarily to a university, college or another organisation, we may advise you to use that organisation’s own complaints or appeals procedure.
Where appropriate, we will help you understand which organisation you should contact.
4. How to Make a Complaint
We recommend submitting your complaint in writing so that we can understand and investigate the matter properly.
Please include:
- your full name;
- your email address;
- your telephone number, where appropriate;
- your application or enquiry reference, if applicable;
- a clear description of what happened;
- relevant dates;
- the names of any Study Consulting team members involved, if known;
- any supporting documents or correspondence;
- what you would like us to do to resolve the matter.
Contact
Study Consulting LTD
London, United Kingdom
Email: complaints@study-consulting.co.uk
Website: www.study-consulting.co.uk
5. Stage One – Initial Complaint Review
When we receive your complaint, we will aim to acknowledge it within 3 working days.
We will then review the information provided and, where necessary:
- examine relevant records and correspondence;
- speak with the team member involved;
- request additional information from you;
- review the relevant processes or procedures.
We aim to provide a full response within 10 working days of receiving sufficient information to investigate the complaint.
More complicated matters may take longer. If this happens, we will aim to explain the reason for the delay and provide an updated timeframe.
These response periods are Study Consulting service standards, rather than statutory deadlines.
6. Our Response
Following our review, we will normally explain:
- what we considered;
- what we found;
- whether your complaint has been upheld, partially upheld or not upheld;
- any action we intend to take;
- any steps available to you if you remain dissatisfied.
Where we identify that something has gone wrong, we may take appropriate action such as:
- providing clarification;
- correcting inaccurate information;
- apologising;
- reviewing the handling of your case;
- improving our internal procedures;
- providing additional staff guidance or training.
Good complaints handling should be accessible, fair and responsive, and should include taking appropriate action where errors or unreasonable delays are identified.
7. Stage Two – Request for Review
If you are dissatisfied with our Stage One response, you may request a further review.
Your request should explain:
- why you are dissatisfied with the response;
- which part of the decision you would like reviewed;
- whether you have any additional evidence or information.
Please submit your request within 20 working days of receiving our Stage One response where reasonably possible.
The review should, where practicable, be considered by a person who was not primarily responsible for the original complaint.
We aim to provide our Stage Two response within 15 working days.
The Stage Two response will normally represent the conclusion of Study Consulting’s internal complaints procedure.
8. Fair Treatment
Making a genuine complaint will not disadvantage you in your dealings with Study Consulting.
We will aim to:
- treat complaints respectfully;
- consider the information objectively;
- avoid discrimination or unfair treatment;
- protect confidentiality where appropriate;
- communicate clearly;
- provide reasonable assistance where someone requires help to make a complaint.
We expect everyone involved in the complaints process to communicate respectfully.
9. Confidentiality and Personal Data
Information provided as part of a complaint will only be accessed or shared where reasonably necessary to investigate, manage or resolve the matter, or where required by law.
Personal information will be handled in accordance with our Privacy Policy and applicable data protection requirements.
For privacy-related concerns, you may also contact:
privacy@study-consulting.co.uk
If you have not created this address, use your normal company contact email until you do.
10. Complaints Involving Universities or Education Providers
Where a complaint involves an application to an education provider, Study Consulting may need to review information connected with the relevant application.
Where the matter falls within the responsibility of the university or education provider, you may be directed to its own:
- complaints procedure;
- admissions complaints procedure;
- academic appeals procedure;
- student support service.
Study Consulting cannot guarantee that an external organisation will change a decision.
11. Complaints About Admissions Decisions
An unsuccessful university application is not, by itself, evidence that Study Consulting has provided a poor service.
Universities and education providers determine their own admission criteria and make their own admission decisions.
However, you may complain to us if you believe we:
- gave you materially inaccurate information;
- failed to submit information we agreed to submit;
- handled your application incorrectly;
- acted unprofessionally or unfairly.
We will review complaints about our own conduct or service.
12. Anonymous Complaints
We may consider anonymous complaints where sufficient information is available to investigate a serious concern.
However, it may be difficult or impossible to provide an individual outcome or fully investigate a matter if we cannot contact the complainant for further information.
13. Unreasonable or Abusive Behaviour
We recognise that people making complaints may be frustrated or dissatisfied.
However, threatening, discriminatory, abusive or seriously disruptive behaviour towards our staff will not be accepted.
Where necessary, we may set reasonable limits on the method or frequency of communication while continuing to consider any legitimate complaint.
14. Learning From Complaints
Study Consulting may review complaints collectively to identify:
- recurring issues;
- opportunities for staff development;
- improvements to communication;
- improvements to website information;
- improvements to application and administrative processes.
Complaints can therefore help us improve the quality and consistency of our services.
15. External Organisations
Where your complaint concerns the actions or decisions of another organisation, you may have the right to contact that organisation directly.
Depending on the circumstances, this could include:
- the relevant university or college;
- Student Finance England;
- an appropriate regulatory or complaints body;
- the Information Commissioner’s Office for certain data-protection concerns.
The appropriate route will depend on the nature of the complaint.
16. Changes to This Policy
We may update this Complaints Policy from time to time to reflect changes to our services, procedures or legal and regulatory requirements.
The latest version will be published on this page.
17. Contact Us
If you would like to make a complaint or have questions about this policy, please contact:
Study Consulting LTD
London, United Kingdom
Complaints: complaints@study-consulting.co.uk
General enquiries: info@study-consulting.co.uk
Website: www.study-consulting.co.uk