1. Purpose & Overview
Study Now Ltd. is committed to providing a professional, respectful, and supportive environment for both students and staff. This policy sets out the standard of conduct expected from all students and clients who engage with Study Now at any stage of the enquiry, admissions, or advisory process.
While Study Now holds itself to the highest standards of service and professionalism, that commitment is mutual. Our staff work hard to deliver honest, high-quality guidance and deserve to do so without facing rudeness, aggression, harassment, or disrespectful behaviour of any kind.
Where a student’s conduct falls below the standards outlined in this policy, Study Now reserves the right to take action up to and including the suspension or permanent withdrawal of services and the termination of any active application.
2. Scope
This policy applies to all individuals who engage with Study Now in any capacity, including:
- Prospective students at the enquiry or registration stage.
- Active students undergoing the admissions or advisory process.
- Students whose applications are in progress or have been submitted.
- Any individual interacting with Study Now staff in person, by phone, via WhatsApp, email, social media, or any other channel.
It applies across all Study Now offices and touchpoints, including events, office visits, and digital communications.
3. Expected Standards of Conduct
All students and clients engaging with Study Now are expected to conduct themselves with basic courtesy, honesty, and respect at all times. Specifically:
3.1 Respectful Communication
- Students must communicate with all Study Now staff in a polite and respectful manner whether in person, on the phone, via WhatsApp, email, or any other channel.
- Aggressive, threatening, abusive, or offensive language whether verbal or written will not be tolerated under any circumstances.
- Raising the voice, using insults, or making personal attacks directed at any member of staff is unacceptable and will be treated as a serious breach of this policy.
3.2 Professional Engagement
- Students are expected to attend scheduled appointments and consultations on time. Where an appointment cannot be kept, reasonable notice must be given.
- Students must engage honestly with Study Now staff providing accurate information, documents, and personal details throughout the process.
- Any attempt to deceive, manipulate, or pressure staff into providing services outside of Study Now’s guidelines is a breach of this policy.
3.3 Conduct at Events & Offices
- Students attending Study Now events or visiting any office are expected to behave in a manner that is respectful to staff, other students, and the space.
- Disruptive behaviour at events including causing scenes, being hostile to staff or other attendees, or refusing reasonable direction will result in removal from the event and may result in withdrawal of services.
- Any damage to Study Now property, whether intentional or as a result of reckless conduct, will be treated as a serious matter.
3.4 Online & Social Media Conduct
- Students must not post defamatory, abusive, or false content about Study Now, its staff, or its partners on any platform.
- Harassment of Study Now staff via direct messages, social media, or any other digital channel will not be tolerated and may be escalated to the relevant authorities.
4. Complaints Involving Staff – see student complaint Policy
Study Now takes all complaints seriously including those raised by students about staff conduct. Where a student has a legitimate grievance, they are encouraged to raise it through the proper channels, in a calm and respectful manner.
The appropriate way to raise a concern about a staff member is:
- By email to complaints@studynow.org.uk, clearly describing the issue and the staff member involved.
- In writing to the HR & Operations Department.
- In person at any Study Now office, where the matter will be formally recorded.
All complaints about staff will be investigated fairly and impartially. Where a staff member is found to have acted unprofessionally or incorrectly, appropriate action will be taken.
Raising a legitimate complaint about a staff member is entirely separate from unacceptable conduct. A student may raise a complaint while still being expected to behave respectfully throughout the process. Using a complaint as an opportunity to be abusive or threatening towards staff is a breach of this policy.
5. What Constitutes Unacceptable Behaviour
The following behaviours are considered unacceptable and will not be tolerated by Study Now under any circumstances:
- Verbal abuse, threats, or aggressive behaviour directed at any member of staff or third party.
- Use of offensive, discriminatory, or obscene language in any communication or interaction.
- Deliberate intimidation, harassment, or persistent unwanted contact directed at staff members.
- Providing knowingly false information or attempting to deceive Study Now staff in any way.
- Demanding services outside of Study Now’s agreed scope or pressuring staff to act unethically.
- Causing a scene or disruption at a Study Now event or office premises.
- Making malicious, unfounded, or dishonest complaints with the intent to cause harm or to pressure staff.
- Any behaviour that makes staff feel unsafe, uncomfortable, or unable to carry out their duties professionally.
6. How Study Now Will Respond
Where unacceptable behaviour is identified, Study Now will take appropriate action depending on the severity and nature of the conduct. The following steps may be taken:
Step 1 — Verbal or Written Warning
For a first instance of minor misconduct, the student will be informed clearly verbally or in writing that their behaviour is unacceptable and must stop immediately. The incident will be logged on file.
Step 2 — Formal Written Notice
Where the behaviour continues or the initial incident is more serious, a formal written notice will be issued. This will clearly set out the conduct in question, the standard expected going forward, and the consequences of further misconduct.
Step 3 — Suspension or Withdrawal of Services
Where a student’s conduct is severe, repeated, or has not improved following a warning, Study Now reserves the right to:
- Suspend access to Study Now’s services immediately and indefinitely.
- Decline to offer any further services to the student, including at future events or through any Study Now office.
- Permanently close the student’s file with Study Now.
Where behaviour amounts to harassment, threats, or any form of criminal conduct, Study Now reserves the right to report the matter to the relevant authorities without prior notice.
7. Withdrawal of Services — Important Notice to Students
Study Now operates as a private organisation providing advisory and admissions support services. Engagement with Study Now is a privilege, not a right. We reserve the right to withdraw our services from any student whose conduct is incompatible with the standards set out in this policy at any point in the process.
This includes but is not limited to:
- Declining to proceed with an application that has already been started.
- Withdrawing support from a student mid-process where their conduct has made it impossible for staff to continue.
- Refusing future engagement, including at Study Now events, offices, or through any digital channel.
Study Now will always act fairly before withdrawing services and will ensure the student has been made aware of the concerns before a final decision is taken, except in cases of serious or threatening misconduct where immediate withdrawal is appropriate.
Where an application is withdrawn as a result of a student’s conduct, Students will be informed in writing of the decision and the reasons for it.
8. Staff Responsibilities
All Study Now staff are expected to:
- Treat every student with courtesy, professionalism, and respect at all times regardless of the student’s behaviour.
- Report any instance of student misconduct to their line manager or HR promptly, using the internal incident log.
- Not retaliate, escalate, or engage in an argument with a student displaying unacceptable behaviour staff should calmly disengage and report.
- Document the incident clearly including dates, times, the nature of the conduct, and any witnesses as soon as possible after the event.
Study Now will always support staff who report genuine incidents of student misconduct. No member of staff will be disadvantaged for raising a concern about a student’s behaviour in good faith.
9. Incident Reporting & Record Keeping
All incidents of student misconduct must be formally recorded, regardless of severity. Staff should log incidents using the internal incident reporting process and submit the record to HR within 24 hours.
Records will be maintained confidentially and retained for a minimum of three years. Where a pattern of behaviour is identified across multiple incidents, this information may inform any decision to withdraw services.
10. Student Acknowledgement
By engaging with Study Now whether by registering, attending an event, booking a consultation, or submitting an application students acknowledge that they have been made aware of this policy and agree to conduct themselves in accordance with its standards.
This policy will be made available to students at the point of registration and upon request at any time.
11. Policy Review
This policy will be reviewed annually or following any significant incident. Any amendments will be approved by the Management Committee and communicated to all relevant parties.