Formal Complaint Form 

We at Across the Pond want to hear from you if there’s anything you’re unhappy with, so we can work to make things right. Most issues you may encounter before or after applying to study in the UK can be resolved, and we’re here to help. If you are dissatisfied with something, please tell us by submitting a formal complaint and we will do everything we can to support you. 
 

Complaints Related to Our Universities 

All complaints connected to our partner universities, their programmes, or the information they provide are logged internally and raised with the university. We have a dedicated staff member who works directly with our university partners to ensure strong collaboration. They will address your case as quickly as possible and, if needed, arrange a meeting with the university to discuss your situation and find the best possible solution. 

Fortunately, we receive very few complaints about our universities, and sometimes the university may have a different account of what happened. Please be as specific and truthful as possible in your complaint. We understand that you and the university may have different experiences and perspectives of the situation, and our goal is to understand what has happened and how it can be resolved. 

We will follow up your complaint with the university and keep you updated through your advisor. If you prefer, we can also put you in direct contact with our university representative, so you have someone to speak with locally during the process. 

We want your case to be resolved as quickly as possible. Unfortunately, it’s not possible to estimate how long the process will take, as this depends on the nature of the complaint. 

It’s important that we are made aware of any issues you experience with your university. Other students may be in a similar situation, and a formal complaints process helps us evaluate and monitor our partner institutions. 
 

Complaints About Across the Pond 

All complaints related to Across the Ponds or our services are handled internally by the responsible person or relevant manager. We see your feedback as an opportunity to improve and learn, as we are always working to ensure our services are as well‑suited to our students and their needs as possible. We promise you a clear and timely response — and hopefully a quick resolution. 
 

Would You Like a New Advisor? 

If you’re unhappy with your current advisor, we will gladly assign you a new one within two working days. We understand that not everyone finds the perfect match right away, and if you tell us a bit about what you’re looking for in an advisor, we will do our best to find someone who suits you better. If you would like a new advisor, simply fill out the new advisor request form so we can match you with someone who is hopefully a better fit.