As part of our pledge to the Agent Quality Framework (AQF), we are committed to ensuring that accurate information, advice, and guidance is accessible to all potential applicants and students. Our commitment is set out in our Agent policy and code of conduct and involves adherence to the National code of ethical practice.
We strongly advise all students to make use of the many resources available, such as the guide to choosing the right agent, the Study UK website and UKCISA website.
However, we acknowledge that on rare occasions, students may have reason to express concern to the University about an education advisor or agent who has supported them with their application.
Please note that this complaints procedure is only in relation to educational advisors or agents. If an applicant wishes to make an appeal or complain about their application to the University, this is covered by the Admissions policy.
Examples could include (but are not limited to):
- Incorrect or misleading information being provided to them which lead to the applicant being disadvantaged during the admissions process
- Not providing the level of service which the student had expected to receive
- The actions, lack of actions, or professional behaviour of a member, or members, of staff from the educational advisor or agent
- Misleading information or promises being provided related to the securing of University of Westminster scholarships, discounts or other funding
Please note that Agents representing the University of Westminster must never:
- Facilitate applications for Students who do not comply with visa regulations or suggest that a student can use a student visa for another purpose other than full time study
- Facilitate fraudulent applications
- Make any guarantees to students regarding offers or acceptance for academic programmes at the University, that may conflict with our admissions policies
- Take any payment from students towards Westminster tuition fee or deposit fee payments
- If you wish to raise a concern about the services provided by one of our contracted agents (listed within the relevant Country pages), you can contact us at [email protected]. Appeals and complaints should be made directly by the applicant. We are only able to consider appeals and complaints made by third parties if an applicant has provided written authorisation, including the name and contact details of the relevant third party. Please include as much evidence as possible to support your complaint or appeal.
- The complaint will then be referred to the relevant member of the International Recruitment Team for consideration.
- The International Recruitment Team staff member will assess the complaint and may contact the student and educational advisor or agent for further information. Following this, the International Recruitment Team member will determine whether to uphold or dismiss the complaint.
- We aim to resolve all complaints within 25 working days of receipt. If, at this point, the case is unresolved, the International Recruitment Team staff member will inform the student of the progress of their case.
- If the complaint is upheld, then the International Recruitment Team staff member will agree a suitable outcome with the Head of International Recruitment (or Director of Global Recruitment, Admissions, Marketing and Communications) and issue this to the educational advisor or agent.
- The International Recruitment Team staff member will notify both the student and the educational advisor or agent of the outcome and any proposed action.
If a complaint is upheld, there a number of actions which the University could take. These include, but are not limited to:
- Requiring the educational advisor or agent to attend further mandatory training related to the issue
- Removing consent for the student’s application to be linked to that educational advisor or agent (please note that the student will not be unintentionally disadvantaged by taking this action)
- Issuing a formal warning to the educational advisor or agent, to be accompanied by monitoring and regular review of subsequent performance
- Where there is evidence of a serious material breach of contract the University may terminate the contract with the educational advisor or agent