As part of our commitment to the Agent Quality Framework (AQF), the University of Aberdeen is dedicated to ensuring that relationships between recruitment partners, students, and the University remain fair, transparent, and student-focused.
- When to Submit a Complaint
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Students may wish to submit a complaint about a recruitment partner, educational advisor, or agent for reasons including (but not limited to):
- Receiving incorrect information that negatively affected their application
- Not receiving the level of service they expected
- Concerns about the actions, inactions, or professionalism of staff from the recruitment partner
- How the Complaint Process Works
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- Submit a complaint using the online form (linked below).
- The Global Partnerships and Recruitment Team receives the complaint and refers it to the relevant Regional Manager.
- The Regional Manager may contact the student and the recruitment partner for further information.
- A decision is made to uphold or dismiss the complaint.
- We aim to resolve all complaints within 15 working days. If more time is needed, the student will be updated.
- Possible Outcomes
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If a complaint is upheld, the University may take actions such as:
- Requiring the partner to attend mandatory training
- Unlinking the student’s application from the partner (without disadvantaging the student)
- Issuing a formal warning with ongoing monitoring
- Terminating the University’s contract with the partner
- Submit a Complaint
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If you are a student and wish to raise a concern about a recruitment partner, educational advisor, or agent, please complete the form.
Note: Complaints must be submitted by the applicant. If a third party is submitting on behalf of a student, written authorisation must be provided, including the name and contact details of the third party.