UK universities must ensure robust recruitment agent contracts amid rising complaints

It comes as the number of complaints from students to universities increased to record levels last year, especially from students from outside of the UK.

“This may be related to the universities’ use of recruitment agents and the risk of these agents miss selling UK higher education,” said Rami Labib, higher education specialist at Pinsent Masons.

Stephanie Connelly, higher education disputes expert at Pinsent Masons, said: “Contracts should include obligations on agents to comply with UK consumer law and the CMA’s updated guidance for higher education providers, to ensure no misleading statements are included in materials.”

According to the latest report (59 pages / 2MB), the Office of the Independent Adjudicator (OIA) received 3,137 complaints from university students in England and Wales during 2023. This represents a 10% increase on the previous year.

Complaints from international students rose to the highest level yet, according to the OIA, to 1,268 in 2023. The number of complaints from non-EU students, accounting for almost 90% of all international student complaints, rose by 40%, the OIA said.

“Universities should also require agents to comply with the National Code Of Ethical Practice For UK Education Agents in a bid to reduce the number of complaints,” said Labib.

The national code (8 pages / 668 KB) sets out standards and best practices education experts and agents, brokers and marketplaces representing UK education institutions are expected to adhere to.

Despite the overall rise, the number of complaints from national undergraduates reduced. This was most noticeable in the number of complaints related to “service issues”.

Almost half (45%) of the complaints made by students to the OIA were in regard to academic appeals, including problems with marking and final degree results. This was up from 38% in 2022.

“The report also reinforces the need for universities (as well as any agents) to clearly communicate expectations for those entering UK higher education to ensure students fully understand what it is they are signing up for” said Connelly.