University admissions
A complaint about RSG cannot overturn a university admission decision.
Service · Complaints
Tell us clearly when something has gone wrong.
A complaint should be reviewed separately from routine follow-up. This page explains how to raise one, what information helps and where RSG’s authority ends.
The review process
Four stages, with a written record.
Send the complaint by email so the issue, evidence and response can be followed accurately. A complaint is not treated as marketing consent.
- 01
Tell us what happened
Email us with your name, the service or interaction concerned, the outcome you expected and any relevant dates. Do not send identity documents, bank details or passwords in the first message.
- 02
We record and review the issue
We aim to acknowledge a complaint within two working days. The review considers the information provided, relevant records and any action already taken.
- 03
We explain the outcome
We provide a written response or explain why more time is needed. Where RSG made a mistake, the response should identify the correction or practical next step.
- 04
You can ask for a second review
If the response does not address the complaint, reply with the points that remain unresolved. A second review does not change decisions made independently by universities, funding bodies or public authorities.
What to include
Enough context to investigate, without unnecessary sensitive data.
- Your full name and preferred contact email
- A clear description of the issue
- Relevant dates, pages, messages or application references
- What you believe would resolve the complaint
- Any accessibility or language support needed for the response
Important boundaries
RSG can review its own service, not another organisation’s decision.
Where the concern relates to an institution, platform or public authority, RSG can help identify the relevant contact route but cannot decide the outcome.
Funding and fee status
RSG cannot reverse a Student Finance or fee-status decision made by a public authority or institution.
Visa and immigration
RSG cannot overturn a visa decision or use the complaints process to provide regulated immigration advice.
Conduct
Abusive, threatening or knowingly false communications may be restricted, while a genuine complaint will still be considered on its substance.
Personal data concerns
Privacy complaints use the same first contact route.
Describe the personal information concerned and what you want RSG to check. Data-protection rights requests can also be sent to the same email address.
For information about access, correction, deletion, objection and other rights, read the Privacy Policy.