Education Agents and the Agent Quality Framework (AQF)
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- Education Agents and the Agent Quality Framework (AQF)
UCB’s Commitment to AQF
University College Birmingham is committed to the UK Agent Quality Framework (AQF) and to maintaining high standards of governance, transparency and professionalism in its work with education agents.
The AQF is a sector-wide initiative designed to support ethical international student recruitment, informed student choice, agent professionalism and effective governance across UK higher education. It aims to ensure that students receive accurate information, appropriate support and a positive experience throughout their application journey.
As part of our commitment to the AQF, University College Birmingham seeks to:
Empower student choice and support informed decision-making;
Ensure effective agent governance and professionalism;
Promote ethical recruitment practices and professional competency;
Increase transparency and accountability in our relationships with education agents.
We recognise that education agents can play an important role in supporting students throughout the application and enrolment process. We therefore work closely with our authorised representatives to promote accurate advice, high standards of conduct and a student-centred approach to recruitment.
The information on this page explains how University College Birmingham works with education agents, how students can raise concerns, and the standards we expect from all representatives acting on behalf of the University.
How UCB Works with Education Agents
University College Birmingham works with a network of authorised education agents and representatives who support prospective students throughout the application process.
Education agents may assist students with:
Identifying suitable courses and programmes;
Understanding entry requirements;
Preparing and submitting applications;
Obtaining information regarding visas and immigration processes;
Making informed decisions prior to arrival in the UK.
The use of an education agent is entirely optional and does not influence admissions decisions. Applications submitted through an education agent are considered using the same admissions criteria and processes as all other applications.
University College Birmingham carefully selects, contracts, trains and reviews authorised representatives to ensure that they are able to provide accurate information and appropriate support to prospective students. Representatives are expected to operate in accordance with contractual obligations, the National Code of Ethical Practice and the principles of the Agent Quality Framework (AQF).
Where students enrol through an authorised UCB representative, the University may pay a commission to that organisation in recognition of recruitment and advisory services provided.
Some authorised education agents may work with sub-agents or partner counsellors. Responsibility for advice provided remains with the contracted education agent, who is accountable to the University under the terms of its agreement.
Students are encouraged to work only with representatives formally authorised by University College Birmingham.
Choosing an Education Agent
Students considering the use of an education agent are encouraged to review the Student Guide to Choosing an Education Agent and ensure that they work with authorised representatives.
Using an education agent is entirely optional. Many students apply directly to University College Birmingham and receive support from our International Recruitment team throughout their application journey.
Our regional recruitment staff work directly for the University and can provide free advice and guidance on courses, entry requirements, applications, scholarships, visas and preparing for study in the UK.
Whether you choose to work with an authorised education agent or directly with the University, we are committed to ensuring that you have access to accurate information and the support you need to make informed decisions about your studies.
Complaints
Our Commitment
University College Birmingham is committed to the UK Agent Quality Framework (AQF) and the National Code of Ethical Practice for UK Education Agents.
We recognise the important role that education agents play in supporting prospective students throughout the application process and are committed to ensuring that all students receive accurate, transparent and professional advice.
This complaints process relates specifically to concerns regarding education agents acting on behalf of University College Birmingham.
Complaints relating to admissions decisions, academic matters or wider University services should be raised through the University's standard complaints procedures.
We are committed to:
Empowering student choice and enabling informed decision-making;
Ensuring effective agent governance and professionalism;
Promoting ethical recruitment practices and professional competency;
Increasing transparency and accountability in our relationships with education agents.
As part of this commitment, we provide a clear process through which students, applicants, offer holders and their representatives can raise concerns regarding the conduct or actions of an education agent representing University College Birmingham.
When Should I Use This Process?
This process should be used where you believe an education agent or representative acting on behalf of University College Birmingham has:
Provided incorrect, misleading or incomplete information;
Failed to provide an expected level of service;
Behaved unprofessionally or unethically;
Made promises or commitments that could not be honoured;
Failed to act in accordance with the National Code of Ethical Practice;
Charged inappropriate fees in relation to University College Birmingham services;
Conducted themselves in a manner that has caused concern during your application journey.
The examples above are not exhaustive and concerns of a similar nature may also be considered.
If you would like to submit a complaint regarding an education agent or representative acting on behalf of University College Birmingham, please contact international@ucb.ac.uk
Please provide as much information as possible, including:
Your full name;
Student or application number (if available);
Name of the education agent or representative;
Details of the concern;
Dates of relevant events;
Copies of any supporting documentation or correspondence.
Providing comprehensive information will assist us in investigating the matter effectively.
What Happens Next
Upon receipt of your complaint:
The complaint will be acknowledged within 10 working days.
The complaint will be reviewed by an appropriate member of staff within the International Recruitment team.
Additional information may be requested from you or from the education agent where necessary.
The University will undertake a fair and proportionate investigation.
A written response will normally be provided within 30 working days.
Where additional time is required, we will notify you and provide an update on the progress of the investigation. Once our investigation has been completed, we will inform you of the outcomes where we may take one or more actions, including:
Providing clarification or guidance;
Requiring additional agent training;
Implementing enhanced monitoring arrangements;
Issuing a formal warning;
Reviewing the agent's approved status;
Suspending recruitment activity;
Terminating the University's agreement with the agent.
Any action taken will be proportionate to the nature and seriousness of the concern identified.
All complaints will be treated seriously and handled confidentially wherever possible. Information will be shared only with those involved in reviewing and investigating the concern. Furthermore, University College Birmingham annually reviews the performance and conduct of its education agents and monitors compliance with contractual obligations, the National Code of Ethical Practice and the principles of the Agent Quality Framework (AQF).
Feedback received through this process may be used as part of ongoing agent monitoring, performance review and contract management activities.
Our Commitment to the National Code
University College Birmingham expects all authorised education agents and representatives to operate in accordance with the National Code of Ethical Practice for UK Education Agents.
The National Code promotes:
Honesty and integrity;
Professionalism;
Transparency;
Accurate representation of institutions and programmes;
Acting in the best interests of students;
Ethical recruitment practices.
The University reflects these principles through its contractual arrangements, agent training, annual review processes and ongoing oversight activities. UCB expects all authorised representatives to uphold these principles throughout the student recruitment and application journey.
Approved agent list
University College Birmingham works with a network of authorised education agents and representatives across a number of countries and regions. Students are encouraged to work only with authorised representatives approved by the University.
A list of authorised University College Birmingham representatives is currently being updated and will be published shortly.
Resources
Students considering the use of an education agent may find the following resources useful:
Agent Quality Framework
National Code of Ethical Practice for Agents
UK Council for International Student Affairs (UKCISA)
Student Guide to Choosing an Education Agent