City St George's works with international agents around the world. Find out how to make a formal complaint if you have concerns about the service you have received.
We are committed to ensuring students have a positive and transparent experience when working with our international agents.
If you have concerns about the conduct, advice, or service provided by an international agent or third-party representative, please follow the steps below.
How to submit a formal complaint to the University
1. Please complete the complaints form
You will be expected to provided your details as well as the details of the agent and agency along with a clear description of your complaint and any supporting evidence.
2. Complaint Review
Once received, the International Recruitment Team will:
- Acknowledge your complaint within 5 working days
- Review the information and, if necessary, contact you for clarification.
- Investigate the issue with the agent or agency involved
- Aim to provide a formal response within 30 working days
3. Outcome
We will let you know the outcome of the investigation and any actions we have taken.
These may include:
- Removing the agent's name from your application records
- Issuing a warning to the agent
- Providing the agent with mandatory training to help prevent similar issues in the future
- Terminating the university's relationship with the agent (in serious cases)
4. Escalation
If you are not satisfied with the outcome, you may request a review of your complaint by contacting international@citystgeorges.ac.uk