We want every student, parent and partner to have a good experience with EduExpress. If something goes wrong, please tell us. This policy explains how to make a complaint and what happens next.
1. Who can complain
Anyone who uses our services can make a complaint, including students, parents and guardians, recruitment partners and universities. You can also ask someone, such as a family member, to complain for you, as long as you give your permission.
2. What you can complain about
- the advice or support you received from an EduExpress adviser;
- delays, missed deadlines or poor communication;
- the way you were treated by a member of our team;
- how we handled your personal information.
Decisions made by universities, Student Finance England or visa authorities are outside our control, but we will always help you understand the decision and your options.
3. How to make a complaint
Step 1: Talk to your adviser. Many problems can be sorted out quickly by speaking to the adviser handling your application.
Step 2: Make a formal complaint. If you are not happy with the response, or prefer not to speak to your adviser, send your complaint in writing:
- Email: info@eduexpress.org.uk (please put "Complaint" in the subject line)
- Post: Complaints, Edu Express Ltd, Suite DBC14/4G, Docklands Business Centre, 10–16 Tiller Road, London E14 8PX
- Telephone or WhatsApp: +44 (0) 7803 345 488
Please include your full name, your contact details, what went wrong and when, and what you would like us to do to put it right. Copies of any relevant emails or documents help us look into it quickly.
4. What happens next
- We will acknowledge your complaint within 3 working days.
- A senior member of staff who was not involved will look into it.
- We will send you a full written response within 15 working days. If we need more time, we will tell you why and when you can expect our answer.
5. If you are still not satisfied
Step 3: Ask the Director to review it. If you are not happy with our response, you can ask for your complaint to be reviewed by our Director, Abdullah Al Mamun. Please write to info@eduexpress.org.uk within 30 days of our response, marked "Complaint review". We will reply within 15 working days. This is the final stage of our internal process.
Outside organisations. If your complaint is still not resolved, you can contact:
- ICEF, which accredits EduExpress as an agency (#6282), at icef.com;
- the university or college concerned, for complaints about your course or application decision;
- the Information Commissioner's Office (ICO), for complaints about how we handled your personal data, at ico.org.uk or 0303 123 1113.
6. Our promise
- Making a complaint will not affect the support you receive from us.
- We will treat your complaint fairly and confidentially.
- We use complaints to improve our service and train our team.
7. Contact
Edu Express Ltd, registered in England and Wales (company number 11317112). Suite DBC14/4G, Docklands Business Centre, 10–16 Tiller Road, London E14 8PX. Email info@eduexpress.org.uk, telephone +44 (0) 7803 345 488.