Complaints
UK ENIC is dedicated to providing an excellent service.
If you have a complaint, you can email [email protected] or log into your account and use the ‘Contact us’ section.
Include:
- your unique 10-digit reference number found on your Statement or your account home screen, if you have one
- a description of the complaint and what you believe the correct actions or outcome should have been
- any supporting evidence
- what you would like us to do to fix the problem
The manager of the service will acknowledge your complaint within 5 working days.
If you are not satisfied with the response to your feedback, you can ask for your case to be passed on to a senior manager. They will acknowledge your case within 5 working days.
You must send your complaint within 6 months of the service you received.
What to do if you are not satisfied with the way your complaint has been handled
If you believe your complaint has not been handled properly, reply to our communication stating why you believe this and that you would like it escalated to a more senior member of staff.
Authenticity appeals
As part of an assessment, our evaluations team will thoroughly review the documents and information you gave in your application. If we suspect that any documents are not genuine, we reserve the right to suspend services according to our terms and conditions.
To appeal our decision, you must submit an appeal within 30 working days of being told about the account suspension. To do this, send the following to [email protected]:
- written confirmation requesting an appeal
- a copy of your passport
When we receive this information, we will review your application. If necessary, we may submit your documents for primary source verification to confirm their authenticity. We cannot guarantee a timeframe for the primary source verification process, as it depends on the response from the institution.
The right to appeal is at Ecctis’ discretion and will be withdrawn if there is evidence of document or applicant manipulation and misrepresentation.
Feedback and complaints from organisations
If you are giving feedback or complaining on behalf of an organisation, contact your account manager.
Fair and equal treatment
UK ENIC is committed to providing equal and fair treatment to all customers. We believe that every customer deserves to be treated with dignity, respect, and impartiality, regardless of their background, preferences or circumstances.
Our commitment
- Respect and dignity: all customers will be always treated with courtesy and respect
- Non-discrimination: no customer will be discriminated against based on race, gender, age, religion, disability, sexual orientation or any other characteristic
- Impartiality: services and support will be provided impartially, ensuring that all customers receive the same level of attention and care
- Accessibility: we will strive to make our services accessible to all customers, including those with disabilities or special needs
- Feedback and improvement: we encourage customer feedback and will use it to continually improve our services and ensure fair treatment