We are committed to providing a high standard of service. If you are unhappy with any aspect of the service you have received from Britannia Scholars, we want to hear from you so that we can try to put things right.
Stage 1 – Informal resolution (preferred first step)
Please contact us as soon as possible by email at info@britanniascholars.co.uk or by telephone on +44 7442 076117.
Most issues can be resolved quickly through discussion. Please give us full details of your concern and what outcome you are seeking. We will aim to respond within 5 working days.
Stage 2 – Formal complaint
If you are not satisfied with the informal response, you may submit a formal written complaint. Please email info@britanniascholars.co.uk with the subject line “Formal Complaint” and include:
- Your full name and contact details
- A clear description of the issue
- Relevant dates and any supporting documents
- What you would like us to do to resolve the matter
We will acknowledge your formal complaint within 3 working days and aim to provide a full written response within 15 working days. If the matter is complex and needs more time, we will keep you informed.
Stage 3 – Escalation
If you remain dissatisfied after our formal response, you may:
- Contact the UK education provider(s) you applied to and ask them to investigate (most universities have procedures for complaints about their agents)
- Seek independent advice from UKCISA
Important notes
- We treat all complaints confidentially and in accordance with UK data protection law.
- We will not treat any student unfairly because they have made a complaint.
- This procedure covers services provided by Britannia Scholars Ltd. Complaints about university admissions decisions, visa outcomes or academic matters must be directed to the relevant university or the Home Office.
We value feedback — both positive and negative — because it helps us improve the support we offer to future students.