Complaints Policy

Kampus Group Ltd is committed to providing a high standard of service to every student, partner and institution we work with. If we fall short, we want to hear about it so we can put things right.

How to make a complaint

You can raise a complaint by emailing our Complaints Contact, Mr Jamal, at jamal@kampus-group.com, or by writing to us at Kampus Group Ltd, First Floor, Botanical Works, 2 Jubilee Street, London E1 3FU, United Kingdom. Please include your name, contact details, and as much detail as possible about your complaint, including any relevant dates, reference numbers or correspondence.

What happens next

• Acknowledgement — we will acknowledge your complaint within 2 working days of receiving it.
• Investigation — your complaint will be reviewed by a member of our team who was not directly involved in the matter, where possible.
• Response — we aim to provide a full written response within 10 working days. If your complaint is complex and needs longer, we will let you know and give you a revised timescale.

Escalation

If you are not satisfied with our response, you can ask for your complaint to be escalated to senior management for further review. We will respond to an escalated complaint within a further 10 working days.

If, after escalation, you remain unsatisfied and your complaint relates to a specific university or institution application, you may also be entitled to raise the matter directly with that institution, in line with its own complaints procedure.

Data protection complaints

If your complaint relates specifically to how we have handled your personal information, please see our Privacy Policy. You also have the right to raise a data protection concern directly with the UK Information Commissioner's Office (ICO) at ico.org.uk.