Applications are open for the next UK, Canada & USA intakes. Check your eligibility →
Talk to an adviser Get Admission
  1. Home
  2. Feedback & Complaints
Your experience matters

Feedback & Complaints

We want every student, parent and guardian to be happy with our services, and we value your experience with us. Do you have a suggestion, a concern or a complaint? Tell us. It helps us serve you and future students better.

Last updated: 29 October 2026

Contact us

If you have feedback about our services, ideas to help us improve, or a complaint about a service you received, please contact us. Our team will respond to you.

Students, parents, guardians and sponsors are all welcome to get in touch. A parent, guardian or sponsor can also contact us on a student's behalf, with the student's permission.

What happens next

  1. Within 2 working daysWe acknowledge your message and tell you who in our team is looking after it.
  2. Within 10 working daysWe send you a full response. For a concern or complaint, we explain what we found and what we will do to put things right.
  3. Within 20 working days of our replyAsk for a review if you are not satisfied with our response.
  4. Within 15 working daysFinal response from our management team.

If we need more time, for example because we are waiting for a university to reply, we will tell you why, keep you updated at least every 10 working days, and give you a new date.

What to include

A few details help us respond quickly:

  • your full name, phone number and email, and the office or adviser you dealt with
  • what happened, and when
  • any documents, emails or messages that help explain it
  • what you would like us to do, or your idea for how we could improve

If you contact us by phone or in person about a concern, we will write it down and send you a copy so you can check we have understood it.

If you are not satisfied with our response

Reply within 20 working days of our response and tell us why. A senior member of our management team who was not involved before will review your concern and how it was handled, and send you our final response within 15 working days.

What this covers

You can give feedback on any part of our service, for example advice from our advisers, the handling of your application or documents, fees and refunds, communication, events and the way our staff treated you.

Admission and visa decisions. Negxy is an independent education agency. Admission decisions are made solely by our partner universities and institutions, and visa decisions by the relevant immigration authority. We cannot make, change or guarantee an offer of admission or a visa. If you disagree with an admission decision, we can help you contact the university about its own appeals or complaints process.

Concerns about how we use your personal information follow this process too. You also have the right to contact a data protection regulator, as explained in our Privacy Policy.

Our promise

  • We read every message, whether it is praise, a suggestion or a complaint.
  • We treat concerns fairly, confidentially and without judgement.
  • Raising a concern will never affect the service you receive from us.
  • We review feedback regularly to improve our service and train our team.