Complaints Procedure

If something has gone wrong, or you are unhappy with any part of our service, we want to hear about it. We treat every complaint as a chance to put something right and to stop it happening again. Making a complaint is free and will never affect the advisory support you receive from us.

UK Higher Education Advisory is a trading name of EDUREF LTD (Company No. 17337164), registered in England and Wales, with registered office at 118 Alwold Crescent, London, SE12 9AH.

You can complain by email or by post:

Email: info@eduref.co.uk
Post: EDUREF LTD, 118 Alwold Crescent, London, SE12 9AH

To help us deal with your complaint quickly, please tell us:

• Your name and the best way to reach you
• What happened, and roughly when
• Who you dealt with, if you know
• What you would like us to do to put it right

• Acknowledgement within 5 working days: We confirm we have received your complaint, tell you who is handling it, and ask for anything else we need
• Full response within 20 working days: We explain what we found, what we have decided, and what we will do about it. If we cannot complete our investigation in that time, we will write to you before the deadline explaining why and giving a new date

Reply to our response and ask for your complaint to be reviewed, saying why you disagree with the outcome. Your complaint will be reviewed by a director of EDUREF LTD who was not involved in the original decision, and you will receive a final written response within a further 20 working days.

If your complaint concerns a decision about student finance or a university admission, that decision was made by the funding body or the institution and not by us. We will explain who to approach and help you make your case, but we cannot overturn their decision.

If your complaint is about how we have handled your personal data, you can raise it with us using the details above, and you also have the right to complain directly to the Information Commissioner's Office. You do not need to complain to us first.

Website: ico.org.uk
Helpline: 0303 123 1113
Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

We keep a record of complaints and how they were resolved for three years, so that we can identify patterns and improve. Those records are held in line with our Privacy Policy.