As part of its commitment to the Agent Quality Framework (AQF), Loughborough University is committed to ensuring that the relationships between recruitment partners (including educational advisors and agents), students and the University remain fair and transparent. 

However, we acknowledge that occasionally, students may have reason to question or express concern to the University about the recruitment partner who has supported them with their application.  

For instances where this is the case, the University has process which allows students to submit a complaint about the recruitment partner.  

Examples of why a student may wish to submit a complaint about a recruitment partner, educational advisor or agent, could include (but are not limited to): 

• incorrect information being provided to them which lead to the student being disadvantaged during the application process 
• not providing the level of service which the student had expected to receive 
• the actions, lack of actions, or professional behaviour of a member, or members, of staff from the recruitment partner, educational advisor or agent 

1. A student submits a complaint about a recruitment partner, educational advisor or agent using the online form below. 
2. The complaint is received by the Global Engagement Team and referred to the relevant Regional Manager for consideration.  
3. The Regional Manager will assess the complaint and may contact the student and recruitment partner, educational advisor or agent for further information. Following this, the Regional Manager will determine whether to uphold or dismiss the complaint.  
4. We aim to resolve all complaints within 15 working days of receipt. If, at this point, the case is unresolved, the Regional Manager will inform the student of the progress of their case. 
5. If the complaint is upheld, then the Regional Manager will agree a suitable outcome with the Deputy Director (Global Engagement) and issue this to the recruitment partner, educational advisor or agent. 
6. The Regional Manager will notify both the student and the recruitment partner, educational advisor or agent of the outcome and any proposed action. 

If a complaint is upheld, then there a number of actions which the University could take in relation to the recruitment partner. These include, but are not limited to: 

• Requiring the recruitment partner, educational advisor or agent to attend further mandatory training related to the issue, facilitated by Loughborough University 
• ‘Unlinking’ a student’s application from the recruitment partner, educational advisor or agent (please note that the University will ensure that the student will not be unintentionally disadvantaged by taking this action) 
• The issuing of a formal warning to the recruitment partner, educational advisor or agent, to be accompanied by monitoring and regular review of subsequent performance  
• Termination of the University’s contract with the recruitment partner, educational advisor or agent 

To submit a complaint, please complete the following online form. Please note - appeals and complaints should be made directly by the applicant. Due to Data Protection legislation we are only able to consider appeals and complaints made by third parties if an applicant has provided written authorisation, including the name and contact details of the relevant third party.