0752 0653 470 (WhatsApp) info@regenteducation.co.uk

Complaints

Complaints Procedure How to Raise a Concern, and What Happens Next

We want every student to be treated fairly and to get clear, honest advice. If something has gone wrong, please tell us. This page explains how to make a complaint, who will deal with it, how long each step takes, and where else you can go if you are still not satisfied.

Email Us About a Complaint Contact Details
  • Free to make a complaint
  • Written reply within 20 working days
  • Two-stage review
  • Will not affect your application

Our Commitment

Our Commitment to You

Regent Education Services Limited takes every complaint seriously. We will listen, look into what happened fairly, and reply to you in writing. Making a complaint is free, and it will never affect the advice or support you receive from us.

Who can make a complaint

Anyone who has used our service, or contacted us about it, can make a complaint. Someone else, such as a family member, can complain on your behalf if you give us your permission in writing.

What you can complain about

  • The advice or information an advisor gave you
  • How you were treated by a member of our team
  • Delays, or something we said we would do and did not
  • How we handled your personal information
  • Anything on our website or in our advertising that you think is misleading

If your complaint is about a university or college, for example an admissions decision or a problem with your course, it needs to go to that institution. We explain how further down this page, and we are happy to point you in the right direction.

Our promise Raising a concern will never count against you. We would always rather know.

Step by Step

How to Make a Complaint

Most concerns can be put right quickly by talking to us. If not, this is the process we follow.

  1. Tell us

    Email info@regenteducation.co.uk with "Complaint" in the subject line, call 0752 0653 470, write to 67A High Road, 2nd Floor, Wood Green, London N22 6BH, or tell us in person at either office.

  2. We acknowledge it

    We confirm we have received your complaint within 5 working days, and tell you who is dealing with it.

  3. We look into it

    The office manager reviews what happened, speaks to the people involved and checks our records. We may contact you if we need more information.

  4. We reply in writing

    We send you a full written response within 20 working days of receiving your complaint. If we need longer, we tell you why and when to expect it.

  5. Ask for a review

    If you are not satisfied with our response, ask for a review within 20 working days. A company director who was not involved will look at your complaint again and reply in writing within 20 working days.

  6. If we still cannot agree

    We will tell you in writing that our process is complete, explain our final position, and set out any other options available to you, including the independent organisations listed below.

Helpful to Know

What to Include, and What We Cannot Decide

A few details help us look into your complaint quickly and fairly.

Please Tell Us

  • Your full name and how best to contact you
  • What happened, and when
  • The name of the advisor or staff member involved, if you know it
  • Copies of any emails, messages or documents that help explain it
  • What you would like us to do to put things right

What We Cannot Decide

  • University admissions decisions. Each university makes its own
  • Your fee status. Each university decides this itself
  • Problems with teaching, assessment or results on your course
  • Questions about your immigration status

Complaints about a university or college

Use the university or college's own complaints procedure first. If you are still not satisfied once it is complete, students in England and Wales can usually take their complaint to the Office of the Independent Adjudicator for Higher Education (OIA), which reviews complaints about universities free of charge.

Last reviewed: October 2026

Independent Help

Other Organisations That Can Help

These independent bodies can help with specific kinds of concern. Most will expect you to raise it with the organisation involved first.

Office of the Independent Adjudicator

Reviews student complaints about universities and colleges in England and Wales, once their own procedure is complete.

oiahe.org.uk

Information Commissioner's Office

The UK regulator for personal data. You can complain to the ICO if you are unhappy with how we handled your information.

ico.org.uk

Advertising Standards Authority

The UK regulator for advertising. You can complain to the ASA about an advert you think is misleading.

asa.org.uk

Citizens Advice

Free, independent advice on your rights as a consumer, including how to take a complaint further.

citizensadvice.org.uk

Questions About Complaints

No. Making a complaint is free, and so is asking for a review.
No. Your complaint is handled separately, and it will not change the advice or support you receive from us.
Yes. A family member, friend or adviser can make a complaint on your behalf. We will need your written permission before we discuss your details with them.
You can, and we will look into it. Without contact details, though, we cannot reply to you or tell you what we found.
We use it only to look into and respond to your complaint, and we keep a record of it in line with our Privacy Policy.
We cannot decide complaints about a university or college, but we can tell you who to contact there. Once the university's own procedure is complete, students in England and Wales can usually ask the Office of the Independent Adjudicator (OIA) to review it.

Need to Raise a Concern?

Email us with "Complaint" in the subject line, or call and ask for the office manager. We will acknowledge it within 5 working days.

Email Us Contact Details

Prefer to call? 0752 0653 470