Agent Complaint Process

Issues or problems with your agent

If you are experiencing difficulties with your elected agent during the application process, or if they are not complying with the National Code of Ethical Practice for Education Agents, you may wish to:

Request a change of agent

If you would like to switch to a different agent, please review our list of contracted partners and contact a new agent to discuss your requirements.

Centre for Open Learning Agents

To formalise the change, contact us at col.admissions@ed.ac.uk to request our agent transfer form.

Log a complaint about your agent

If you believe your agent has not met the expected standards, you can submit a complaint to the Centre for Open Learning. Please contact us at col.admissions@ed.ac.uk to request our complaints form. Please note, the personal details you provide in this form (e.g., name, UUN) will not be shared with the agent.

What happens after you log a complaint:

• Once you have submitted a complaint, it will be reviewed by our Communication and Marketing Manager. They will assess the complaint and may contact you, as well as the recruitment partner, educational advisor, or agent, to gather more information.
• We aim to resolve all complaints within 15 working days of receipt. If the complaint is not resolved within this timeframe, we will keep you informed of progress.
• The Communication and Marketing Manager will determine whether to uphold or dismiss the complaint and will notify the student and recruitment partner, educational advisor or agent of the outcome and any proposed action.