Our commitment

As an institution, Durham University is committed to the UK Agent Quality Framework and pledge to create and maintain the highest standards of agent management, ensuring the UK remains a leading study destination for international students.

Durham University hereby commits to:

• 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

Recruitment Partner, Educational Advisor, Counsellors and Agent Complaints Process

As a signatory to the UK Agent Quality Framework (AQF), Durham University is committed to ensuring that the relationships between recruitment partners (educational advisors, counsellors and agents), applicants and the University remain fair and transparent. 

However, we acknowledge that occasionally, students may have reason to question or express concern to the University about the recruitment partner who has supported them in their application journey.  We also recognise that on occasion, applicants, offer holders and parents (‘Complainant’) may be dissatisfied with their experience or feel that material information provided is inadequate or misleading. If this is the case then Complainants can use the following procedure to raise their concerns.

How to make a complaint about Durham University Recruitment Agents Partners

Provide us with as much detail as you can to help us investigate your complaint. Tell us:

• What the problem is
• What you want to happen
• Provide information on any relevant communication on the subject, including, for example, any reference numbers on letters or emails, and the dates and times of any communications.

Email your complaint to agent.administration@durham.ac.uk

How we handle your complaint:

The University will seek to ensure that all complaints are treated seriously and dealt with promptly, with fairness and consistency.

Response timescale for a complaint:

Once we receive a complaint, we will immediately refer it to an appropriate staff member who will then carry out an investigation.

We will reply in writing, or by telephone, within 20 working days from when we receive your complaint. If it is not possible for us to fully respond to you within this timescale, we will let you know. We will also tell you what we are doing to deal with your complaint, when you can expect the full reply and from whom.