Complaint Procedure

Mango Learning Express is committed to providing honest, professional, and student-centred education counselling services. We handle complaints fairly, confidentially, and transparently in line with the UK Agent Quality Framework, including the principles of ethical practice, informed student choice, good governance, and accountability.

1. What You Can Complain About

You may submit a complaint if you are dissatisfied with our service, including:

• Education counselling or application advice
• Communication or response time
• University application support
• Visa guidance or document support
• Information provided about courses, universities, fees, scholarships, or services
• Staff conduct or professionalism
• Handling of personal information or documents
• Any concern about fairness, transparency, or ethical recruitment practice

This procedure covers services provided by Mango Learning Express. Decisions made by universities, UKVI, scholarship providers, or other third parties are outside our control, but we may help you contact the relevant organisation where appropriate.

2. How to Make a Complaint

Please submit your complaint in writing by email:

Email: info@mangolearningexpress.com

Please include:

• Your full name and contact details
• Student name, if different
• University or application details, if relevant
• A clear description of the issue
• Date of the incident or concern
• Any supporting documents, screenshots, or emails
• The outcome you are seeking

3. How We Will Handle Your Complaint

We will:

1. Acknowledge your complaint within 5 working days.
2. Review the issue fairly and confidentially.
3. Investigate relevant records, communications, and documents.
4. Respond in writing within 15 working days, where possible.
5. Explain our findings and any action we will take.

If the complaint is complex or requires input from a university or third party, we will let you know if more time is needed.

4. Confidentiality and Records

All complaints will be handled confidentially. Information will only be shared with staff or third parties where necessary to investigate or resolve the complaint.

Mango Learning Express will keep complaint records securely and use them to improve our services, staff training, and internal governance.

5. Commitment to Ethical Practice

Mango Learning Express is committed to acting in the best interests of students. We aim to provide clear, accurate, and transparent information so that students and parents can make informed decisions about studying in the UK.