Complaints Policy
How to raise a concern, what to expect from us, and your rights if you are not satisfied with our response.
Contents
We take every complaint seriously. Feedback — including critical feedback — helps us improve our services and ensures every student receives the support they deserve. We aim to resolve all complaints fairly, promptly, and with complete transparency.
Our Commitment
Wilor Education is committed to providing a high standard of service to every student, partner, and organisation we work with. We recognise that sometimes things go wrong, and we believe everyone who raises a concern deserves to be heard, taken seriously, and responded to promptly.
We commit to:
- Acknowledge every complaint within 2 working days of receiving it
- Treat every complainant with respect, dignity, and without discrimination
- Investigate all complaints thoroughly and impartially
- Communicate clearly about what happened and what we will do about it
- Use complaints to improve our services and prevent recurrence
- Keep all complaint details confidential, shared internally only as needed to investigate
What Is a Complaint?
A complaint is any expression of dissatisfaction — about our services, our staff, our processes, or how we have treated you — where you feel we have not met a reasonable standard.
Examples of complaints we handle:
- Receiving incorrect or misleading information about eligibility, courses, or Student Finance
- Feeling your application was not handled with appropriate care or urgency
- Experiencing unprofessional, disrespectful, or discriminatory behaviour from a team member
- Delays in communication or failure to keep you updated on the progress of your application
- Concerns about how your personal data has been handled
- Being asked to pay for a service you were told was free
- Any other concern about the quality, fairness, or integrity of our service
Not within our complaints scope: If you are dissatisfied with a decision made by a university, Student Finance England, or another third party — we cannot overturn those decisions. However, we can help you understand your options and support you through their formal appeals processes where available.
How to Make a Complaint
You can raise a complaint using any of the following methods. We accept complaints by email, phone, WhatsApp, post, or in person at our office.
Submit Your Complaint
To help us investigate your complaint as quickly as possible, please include:
- Your full name and contact details
- A clear description of your concern and what happened
- The date(s) the issue occurred
- The name of any staff member involved, if known
- Any supporting documents, screenshots, or correspondence
- What outcome you are seeking
Our Complaints Process
We operate a clear two-stage complaints process to ensure every concern is properly heard and resolved.
- Acknowledged within 2 working days
- Investigated by a senior team member not involved in the original matter
- Full written response within 10 working days
- Explanation of findings and any corrective action
- Request within 15 working days of Stage 1 response
- Director-level review of all evidence
- Meeting offered — in person, video, or phone
- Final written decision within 15 working days
Stage 1 — Step by Step
Acknowledgement
We confirm receipt within 2 working days and tell you who will be handling your complaint.
Investigation
A senior team member — not involved in the original matter — investigates fully. We may contact you for additional information or to discuss the matter directly.
Written Response
A full written response within 10 working days, explaining our findings and any action we will take to put things right.
Stage 2 — Formal Review Steps
Request a Review
If dissatisfied with Stage 1, request a formal review within 15 working days. Clearly state why you remain dissatisfied and what outcome you seek.
Director-Level Review
A director reviews all evidence and correspondence. We may invite you to a meeting — in person, by video, or by phone — to discuss your concerns directly.
Final Decision
A final written decision within 15 working days of your review request. This constitutes our final internal response.
Timescales at a Glance
Send your complaint to Wilor Education by email, phone, WhatsApp, or post
Acknowledgement: We confirm receipt and assign a named handler
Stage 1 Response: Full written response with findings and corrective action
Your window to escalate: Request a formal Stage 2 review if you remain dissatisfied
Stage 2 Final Decision: Director-level review and final written response
External escalation: You may escalate to the ICO or other relevant external body
All timescales are in working days (Monday to Friday, excluding UK public holidays). For particularly complex complaints, we will notify you if more time is needed and keep you updated throughout.
If You Are Still Not Satisfied
If you have completed both stages of our complaints process and remain dissatisfied, you have the right to escalate your complaint to an independent external body:
| Issue Type | External Body | Contact |
|---|---|---|
| Data protection or privacy concerns | Information Commissioner's Office (ICO) | ico.org.uk · 0303 123 1113 |
| Consumer rights concerns | Citizens Advice | citizensadvice.org.uk |
| Fraud or company conduct concerns | Action Fraud | actionfraud.police.uk · 0300 123 2040 |
| University admissions concerns | The relevant university's own complaints process | Contact the university directly |
| Student Finance concerns | Student Finance England | gov.uk/student-finance · 0300 100 0607 |
Data Protection Complaints
If your complaint relates to how we have handled your personal data, you may raise it through this complaints process and also separately to our data protection contact at info@wiloreducation.co.uk.
You also have the right to complain directly to the Information Commissioner's Office (ICO) at any time — you do not need to complete our internal complaints process first, although we would always welcome the opportunity to resolve the matter directly with you.
ICO contact: ico.org.uk · 0303 123 1113
Anonymous Complaints
We accept anonymous complaints and will investigate them to the best of our ability. However, where a complaint is anonymous, we may be limited in our ability to investigate fully, keep you informed of the outcome, or provide a personal response.
If you have concerns about being identified, please let us know. We will handle your identity with strict confidentiality and will not disclose who has complained to the person or team being complained about.
Record Keeping
We maintain a confidential log of all complaints received, including the nature of the complaint, outcome, and any actions taken. This record is used to identify patterns and drive continuous improvement across our services.
Complaint records are retained for 6 years from the date of resolution, in line with our data retention policy. All records are handled in accordance with our Privacy Policy.