Complaints & escalation
If something we did falls short, we want to know. Here is how to raise it and what to expect.
1. Email us
Write to complaints@studyroute.app with your name, the service or route involved, and what went wrong. The more detail you give, the faster we can look into it.
2. What to expect
We acknowledge every complaint within 3 working days and aim to give a full response within 14 working days. If we need longer, we'll tell you why and when to expect an answer.
3. Escalation
If our response doesn't resolve it, you can escalate to the university you're applying to — their admissions or international office handles agent conduct directly. We'll share the relevant contact and the record of your case on request.