Agent Quality Framework
We're committed to the UK Agent Quality Framework (AQF) and to maintaining high standards in education agent management. This includes:
- Empowering student choice and enabling informed decision-making
- Ensuring good agent governance and professionalism
- Promoting ethical agent practices, professional knowledge and competency
- Increasing transparency and accountability
We also expect all our agents to uphold the same principles, as well as the National Code of Ethical Practice for UK Education Agents.
We have commercial agreements with all our official agents, who are authorised to represent us. They support prospective students with choosing a course, submitting an application, finding accommodation and, where appropriate, applying for a visa. If you enrol at Regent's after receiving support from one of our official agents, we pay the agent a commission.
Raising a concern or complaint
We're committed to ensuring that our relationships with prospective students and our education agents are fair, transparent and aligned with the AQF. If you're dissatisfied with the service provided by one of our agents, or their representatives, you can submit a complaint for us to investigate.
How to submit a complaint
Email your complaint to [email protected] and include:
- Your name and your student ID
- The name of the agent
- The name of the agent company
- The location of the agent (if known)
- Details of your complaint
- Any supporting evidence, such as email correspondence
What happens next?
- We'll acknowledge your complaint within five working days
- We'll investigate, which may include contacting you/the agent for more information
- We'll keep you updated and aim to provide an outcome within 20 working days
Once our investigation is complete, we'll let you know the outcome and any action we intend to take. If you're dissatisfied with the outcome, you may escalate your complaint by emailing [email protected]. If a complaint is submitted on behalf of an applicant (for example by a parent, family member or another third party), we'll require the applicant's written consent before we can investigate, in line with GDPR and confidentiality requirements.
This process applies only to complaints about our agents or their representatives. For all other complaints, please refer to our Admissions, Complaints and Appeals procedure.