Complaints

Last updated: 6 November 2026

How to make a complaint

You can complain about our service, our advice, our conduct or how we've used your personal information. Making a complaint won't affect the support we give you.

1. Tell us

   Email info@stridewellonline.co.uk with "Complaint" in the subject line, or write to our registered office. Tell us your name, how to contact you, what happened and what you'd like us to do.

2. We'll acknowledge it

   We'll confirm that we've received your complaint within 2 working days.

3. We'll look into it

   We'll review what happened and may ask you for more information.

4. We'll reply in writing

   We aim to send you our full response within 10 working days. If we need longer, we'll tell you why and when you can expect it.

If you're not happy with our response

You can take your complaint further:

• The university or college. If your complaint relates to an application, contact the university or college you're applying to. Ask for its complaints process.
• An ombudsman. If the university or college doesn't resolve the issue, you may be able to go to the Office of the Independent Adjudicator in England and Wales, the Scottish Public Services Ombudsman or the Northern Ireland Public Services Ombudsman.
• The Information Commission's Office. If your complaint is about your personal information, you can complain to the ICO.

For free, independent advice as an international student, contact UKCISA.

Registered office

Stridewell Ltd, 3/4, 319 Sauchiehall Street, Glasgow, Scotland, G2 3HW.