Complaints procedure for recruitment partners, educational advisers and agents
Explore our complaints procedure for students wanting to make a complaint about a recruitment partner, educational adviser or agent.
Complaints procedure
Kingston University is dedicated to maintaining fair and transparent relationships among its recruitment partners (including educational advisors and agents), prospective students, and the institution itself, in line with its Agent Quality Framework (AQF).
As part of our dedication to the AQF, we are committed to providing clear, accurate, and reliable information, advice, and guidance to all prospective students and applicants. This commitment is outlined in our Agent Policy (PDF) and aligns with the National Code of Ethical Practice (PDF).
We highly encourage all students to explore the wide range of resources available to them, including the guide on selecting a reputable agent (PDF), the Study UK website, and the UKCISA website.
We recognize that there may be occasions when students have concerns or issues regarding the recruitment partner who assisted with their application. To address such situations, the University has established a procedure that allows students to file a complaint concerning a recruitment partner.
Please note: This complaints procedure specifically pertains to recruitment partners, educational advisors, or agents. If an applicant wishes to appeal or lodge a complaint about their application to the University, this falls under the Admissions Appeals & Complaints Procedure.
Reasons a student might file a complaint
Students may consider submitting a complaint about a recruitment partner, educational adviser or agent for reasons including, but not limited to:
- Receiving incorrect information that disadvantaged them during the application process.
- Experiencing a level of service that did not meet their expectations.
- Concerns about the actions, inactions, or professional conduct of staff members from the recruitment partner, educational advisor, or agent.
The University's complaint handling process
- The student submits a complaint regarding a recruitment partner, educational adviser or agent using the online form provided below.
- The International Recruitment Team receives the complaint and forwards it to the appropriate Regional Manager for review.
- The Regional Manager evaluates the complaint and may reach out to both the student and the recruitment partner, educational advisor, or agent for additional information. Based on this, the Regional Manager decides whether to uphold or dismiss the complaint.
- The University aims to resolve all complaints within 15 working days of receipt. If the case remains unresolved at that point, the Regional Manager will update the student on the progress.
- If the complaint is upheld, the Regional Manager, in consultation with the Deputy Head of International Recruitment, determines an appropriate course of action and communicates this to the recruitment partner, educational advisor, or agent.
- Both the student and the recruitment partner, educational advisor, or agent are informed of the outcome and any proposed actions.
Potential outcomes of a complaint
If a complaint is upheld, the University may take various actions concerning the recruitment partner, including but not limited to:
- Mandating the recruitment partner, educational adviser, or agent to participate in additional training sessions related to the issue, facilitated by Kingston University.
- Disassociating the student's application from the recruitment partner, educational adviser, or agent (ensuring that this action does not inadvertently disadvantage the student).
- Issuing a formal warning to the recruitment partner, educational adviser, or agent, accompanied by ongoing monitoring and regular performance reviews.
- Terminating the University's contract with the recruitment partner, educational adviser, or agent.
Submitting a complaint
To file a complaint, please complete the Recruitment Partner and Agents Complaints Form.
Please note: Appeals and complaints should be submitted directly by the applicant. Due to Data Protection legislation, we can only consider appeals and complaints made by third parties if the applicant has provided written authorization, including the name and contact details of the relevant third party.