Complaints & Feedback Procedure
We are committed to delivering high-quality, transparent, and honest counselling services. If you feel our service has fallen short, we have a clear, prompt, and fair procedure to resolve your concerns.
University Decisions & Direct Inquiries
If your issue relates to a university decision (such as an application rejection, late refund from the university, or CAS issuance timeline), please contact the university directly. Admissions criteria and tuition refund schedules are decided exclusively by each institution. Our counsellors can assist you with the correct university contact channels.
Complaints Regarding Shabuj Global Education
Stage 1: Informal Resolution (Local Branch Manager)
First, discuss your concern with your education counsellor or speak with your local branch manager. Most queries and concerns arise from simple misunderstandings and can be resolved promptly and informally at this stage.
Stage 2: Formal Escalation (Senior Management)
If unresolved at Stage 1, submit your complaint in writing to our Senior Operations & Compliance Team. We will acknowledge receipt within 2 working days and provide a formal written resolution within 10 working days following an impartial investigation.
Stage 3: Executive Review (CEO Review)
If you remain dissatisfied with the Stage 2 outcome, you may request an executive review directly from our Chief Executive Officer (CEO). The CEO will examine the case and provide a final written determination within 5 working days.
Financial Irregularities or Unauthorised Fees
Shabuj Global Education maintains a zero-tolerance policy regarding bribery, hidden fees, or requests to transfer funds to personal accounts. Tuition fees must always be paid directly to the university, and visa fees directly to the UK government.
To report any financial irregularity, email our compliance team directly at: compliance@shabujglobal.com
What to Include in Your Complaint
- Your full legal name, contact phone number, and email address.
- Your student reference or application ID (if assigned).
- The branch office and name of counsellor(s) who assisted you.
- A clear summary of the issue, key dates, and supporting correspondence.
- The resolution or outcome you are seeking.
Registered Office: Shabuj Global Education Ltd, 1st Floor, 94A Whitechapel High Street, London E1 7RA, United Kingdom.