Complaints Procedure

Our Commitment

At Start2Study, we are committed to providing a high-quality, student-focused service. If you are unhappy with any part of your experience, we want to hear from you. Your feedback helps us improve—and we take all complaints seriously.

We aim to handle every concern with fairness, confidentiality, and a genuine desire to resolve the issue quickly.

Who Can Make a Complaint?

Complaints can be made by:

  • Students or applicants (UK-based or international)

  • Parents, carers, or guardians acting on a student’s behalf

  • Referral partners or support workers

  • Community or agency contacts

What You Can Complain About

You can raise a complaint if you feel:

  • You were treated unfairly or disrespectfully

  • You received incorrect or poor-quality information or support

  • Your documents were mishandled or your data was not protected

  • There were delays or breakdowns in communication

  • You were discriminated against or not supported appropriately

  • You were let down by a staff member or representative of Start2Study

How to Make a Complaint

Step 1 – Informal Resolution

We recommend raising the issue informally first. Contact us via:

📧 Email: apply@start2study.com
💬 Or message your main advisor directly (if applicable)
We’ll aim to resolve it within 3 working days.

Step 2 – Formal Complaint

If you’re not satisfied with the outcome or prefer to escalate your concern directly, you can submit a formal complaint.

To do this:

  • Email us with the subject line: Formal Complaint

  • Include your name, contact info, a clear description of your concern, and any supporting details

  • Send to: apply@start2study.org

We will:

  • Acknowledge your complaint within 2 working days

  • Investigate the issue promptly

  • Provide a full response within 10 working days

If the complaint requires more time (e.g. involvement of external parties), we’ll keep you updated.

Step 3 – Further Action

If you’re still unsatisfied after our full response, we will:

  • Offer a review by a senior advisor or manager

  • Signpost you to an independent body or university (if your complaint relates to an application they received)

Confidentiality and Fairness

All complaints will be handled confidentially. Your right to raise a concern will not affect your service or application in any way.

Review Schedule

Last reviewed: 02/06/2025
Next review due: 02/06/2026

At Start2Study, we welcome feedback even when it’s difficult.

We’re here to listen, learn, and make things right.