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What you can expect from your agent

Your chosen agent should:

• Always be honest when sharing information about the University with you, and should not provide false or misleading information
• Act in your best interests at all times
• Always respect your decisions
• Provide you with accurate and up-to-date information at all stages of the application process so you can make informed choices
• Be clear with you at the start of the process if they will charge you any fees and what they are for.

Take a look at this guide to help you understand what behaviour you might expect from your agent.

Complaining about your experience with an agent

In the first instance, we would recommend you complain to the agent themselves, but if you are not satisfied with the response, or feel unable to do this, you can contact us. Please note we can only deal with complaints about agents that we have a contract with.

How to make a complaint

If you think your experience has been below what you should expect, and you have had no success complaining to your agent, you can complain to the University. Please send an email with details of your complaint and any evidence you might have to international@sheffield.ac.uk

What we will do

We will acknowledge your email within five working days. We will never share your details with the agent unless you ask us to. If appropriate, we will follow up with the agent and take action against them. We may not be able to share the outcome with you due to data protection but will share what we can.