Feedback and Complaints

The University of Warwick is committed to ensuring that prospective students receive accurate information, professional guidance and high-quality support throughout the application process.

We work with a carefully selected network of authorised education agents and representatives around the world. We expect all agents representing Warwick to act professionally, ethically and in the best interests of students at all times.

We welcome feedback about the service provided by our education agents. Positive feedback helps us recognise good practice, while concerns and complaints allow us to review agent performance and maintain the high standards expected by the University and the UK Agent Quality Framework (AQF).

Whether you would like to recognise an agent for providing an excellent service or raise a concern about your experience, we encourage you to share your feedback with us.

When should I contact the University?

You should contact us if you have concerns about the conduct, advice or service provided by an education agent representing the University of Warwick.

Examples include situations where an agent:

Encourages you to provide false or misleading information.
Pressures you to make payments that you do not understand or have not agreed to.
Withholds information, documents or correspondence relating to your application.
Submits information or makes decisions on your behalf without your permission.
Provides inaccurate or misleading information about the University of Warwick, admissions requirements, tuition fees, scholarships, visas or accommodation.
Pressures you to apply to, or accept an offer from, a university that you do not wish to attend.
Behaves in an unprofessional, inappropriate or aggressive manner.
Charges unexpected fees or does not clearly explain fees for additional services.
Fails to provide the level of service you were reasonably led to expect.
Breaches your trust or raises any other concerns about their conduct.

How to submit feedback or a complaint

If you would like to provide positive feedback or make a complaint about an education agent, please contact us at .

To help us investigate your concerns, please provide:

Your full name.
Your Warwick applicant or student ID number (if applicable).
The name of the education agent or agency.
The name of the individual counsellor involved (if known).
A description of your feedback, concern or complaint, including relevant dates and details.
Any supporting evidence, such as emails, screenshots or documents.

What happens next?

All feedback and complaints are reviewed by the University and treated sensitively. Information will only be shared where necessary to investigate the matter and in accordance with the University's privacy notices and legal obligations.

The action we take will depend on the nature and severity of the concern. This may include reviewing the agent's conduct, providing feedback or additional guidance, and taking appropriate action in accordance with the University's agent management procedures.

In serious cases, the University may suspend or terminate its relationship with an education agent.

Applicants and Admissions Decisions

If you are applying to study at the University of Warwick, raising a concern about an education agent will not disadvantage you in the admissions process. Admissions decisions are made independently by the University and are based on academic and other published entry requirements.