Introduction & Equity Statement

Study Now is committed to a learning environment defined by dignity and professional excellence. This policy ensures that every one of our clients has a voice. We operate on a "Fairness First" principle: no client will be disadvantaged for raising a legitimate concern. We view complaints as critical "Quality Signals" that allow us to identify service gaps and maintain excellence.

Scope and Definition

This policy applies to all students who engage with Study Now, whether at the enquiry stage or during any part of the admissions and advisory process. It also applies to all staff members, consultants, and any third parties acting on behalf of the organisation.

A complaint is defined as any expression of dissatisfaction regarding the services provided, the conduct of staff or representatives, the accuracy or clarity of information given, or any financial or administrative process. Complaints may arise from perceived misconduct, miscommunication, delays, or failure to meet agreed service standards.

Principles Guiding Complaint Handling

All complaints will be handled with a strong emphasis on fairness, professionalism, and respect. Study Now is committed to ensuring that every concern is taken seriously and reviewed impartially. Students will be able to raise complaints without fear of disadvantage, and all matters will be treated with appropriate confidentiality.

The organisation will aim to resolve complaints as quickly as possible while ensuring that each case is given sufficient attention and investigation. Transparency will be maintained throughout the process, with clear communication provided to the student at each stage.

Submission of Complaints

Students are encouraged to raise concerns through the designated communication channels, including:

• Email: complaints@studynow.org.uk
• Official platforms
• Through designated student support representatives
• In person at any Study Now office

To support effective handling, students should provide relevant details such as:

• A description of the issue
• Dates of occurrence
• Any supporting documentation where available

Upon receipt, all complaints will be formally recorded and acknowledged within a reasonable timeframe. This ensures accountability and enables proper tracking and review.

Complaint Review and Resolution Process

Once a complaint has been received, it will be assigned to a member who is not directly involved in the matter being raised. This ensures objectivity in the review process.

An initial assessment will be conducted to understand the nature and seriousness of the concern. Where necessary, further information may be requested from the student or relevant staff members. The investigation may involve reviewing communications, financial records, and internal processes, as well as speaking with all parties involved.

Following this review, a formal outcome will be communicated to the student. This will include a clear explanation of the findings and, where appropriate, the steps taken to resolve the issue.

Escalation and Appeal

If a student is not satisfied with the outcome of the initial review, they have the right to request an escalation of the complaint. In such cases, the matter will be reviewed by a senior member of the organisation or an independent party where appropriate.

The escalation process ensures that complaints are reconsidered objectively and that all relevant information has been fully evaluated before a final decision is made. The outcome of this stage will be considered final.

Possible Outcomes

Possible outcomes will vary depending on the nature and severity of the complaint. These may include:

Communication & Awareness

This policy will be made readily available to students and stakeholders to ensure awareness of their rights and the available channels for raising concerns. Staff members will also be trained to handle complaints appropriately and to uphold the standards outlined in this framework.

• All staff must adhere to ethical recruitment practices
• Any breach (e.g., unauthorized fees, misrepresentation, or conflicts of interest) will result in disciplinary action
• This policy supports compliance with international best practices, including the British Council Agent Quality Framework

Policy Review

This policy will be reviewed periodically to ensure it remains relevant, effective, and aligned with evolving regulatory and industry expectations.