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Complaints procedure
Studee is committed to providing a quality service and working in an open and accountable way that builds trust and respect. Our agents and our sub agents are key to maintaining this.
A complaint is defined as any expression of dissatisfaction however it is expressed.
Both Studee and the agent aim to ensure that:
- making a complaint is as easy as possible
- they treat any complaint as a clear expression of dissatisfaction with their services which calls for an immediate response
- they deal with all complaints promptly, politely and, when appropriate, confidentially
- they respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken, etc.
- they learn from complaints, and use them to improve their services
- they recognize that many concerns will be raised informally, and dealt with quickly
Both Studee and the agent will:
- resolve informal concerns quickly
- keep matters low-key
- enable mediation between the complainant and the individual to whom the complaint has been referred
This policy ensures that we provide guidelines for dealing with complaints from:
- Students and parents about the service the agent or sub agent are offering regarding enrollment at a Studee university partner
- Agents about the service Studee is offering
It is the responsibility of the agent, sub agent, and Studee to:
- acknowledge the formal complaint in writing
- aim to respond within 36 hours (working week)
- deal reasonably and sensitively with the complaint
- take action where appropriate
- maintain confidentiality where appropriate
Procedures
What we’d like you to do if a student has a complaint about your service
- Ensure making a complaint is as easy as possible
- Deal with all complaints promptly, politely and, when appropriate, confidentially
- Recognize that many concerns will be raised informally, and dealt with quickly
- Inform Studee immediately and keep them updated on the outcome
We recommend using the following steps:
- acknowledge the formal complaint in writing
- aim to respond within 36 hours (Working week)
- deal reasonably and sensitively with the complaint
- take action where appropriate
- maintain confidentiality where appropriate
Disciplinary Action
You may be subject to disciplinary action which may ultimately result in the termination of your agreement with us if you are in breach of this policy.
What we’d like you to do if a student has a complaint about Studee
- Be responsible for sending communication from Studee to the parents/students and vice versa.
- Inform Studee immediately so together we can establish the seriousness of the complaint
- If an informal approach cannot be achieved, then the formal complaint procedure should be followed:
- Studee will acknowledge the complaint in writing within 1 week of receiving it. We will send this via email to you to then forward to the student/parent.
- We will investigate the complaint and any conclusions will be discussed with you.
- Studee will email a response based on the investigation outcome within 4 weeks of the complaint being received. Please forward this immediately to the student/parent.
- If the outcome is not to the student/parent's satisfaction Studee will action one of the following points within 14 working days:
- Uphold the action taken previously (as above)
- Make changes to the original recommendation/actions
- Studee will email the agent the outcome to forward to the student/parent. The decision reached about this complaint will then be final.
- If the student/parent is still not satisfied with the result, they should be advised that there is no further right of appeal with Studee but they could approach HR agencies within their country.
What we’d like you to do if you have a complaint about Studee
Please submit your complaint here [This will be sent to our HR department]
We will follow the complaint process above
