Complaints and concerns

Tell us if you have a concern about an IESG service, communication or conduct. You can raise an issue without selecting a legal category or being a current client.

Email complaints@iepx.org, use the form below or write to the company marked “Service Complaint”.

What this route covers

This route concerns work accepted by IESG, information published in its name and the conduct of people acting for the company within that work. Explain the interaction and the issue you would like reviewed.

If another organisation is responsible for the matter, we will identify that distinction where possible. This company route does not replace a regulator's procedure or an external body's appeal process.

Urgent or separately governed matters

If a person faces an immediate risk, use the appropriate local emergency or institutional safeguarding route. Do not rely on a website enquiry to obtain an immediate response.

For a personal-information concern, contact privacy@iepx.org. For ICEQC certification matters, use the official channels shown below as appropriate; a company complaint does not suspend an external deadline.

Information to provide

Your name — optional

Contact email or postal address — optional

Provide a contact route if you want a response. An anonymous concern may be considered on the information available, but we may be unable to seek clarification or report an outcome.

Organisation or service involved — optional

Relevant reference — optional

Use an existing engagement or enquiry reference if available.

What happened? — required

Describe the event or communication, relevant dates and the concern. Keep the account factual and identify the information you would like reviewed.

What response are you seeking? — optional

Tell us what you believe would help resolve the matter. This does not determine the review outcome.

Supporting material — optional

Describe relevant documents or page addresses. Please do not attach sensitive material to an initial public-form submission; we can establish an appropriate transfer route if needed.

Information and confidentiality

Information is used to understand, review and respond to the concern. We limit access to the people who need the information for a fair review, necessary advice or a legal obligation. Absolute anonymity cannot be promised where disclosure is necessary to address the issue fairly or protect a person.

We may need to explain the substance of a concern to someone whose response is relevant. If you have a particular confidentiality concern, describe it in the initial message without including unnecessary sensitive detail.

Privacy notice

Review and response

We acknowledge a concern where contact details are provided, identify the matter for review and explain any information or process needed. We review the relevant records and explain the outcome and any action within IESG's responsibilities.

If the review needs more time, we explain the reason and the next expected step. The complaints policy sets out the review and escalation arrangements.

Ask for further consideration

If you believe the response has overlooked information or not addressed the concern, explain the point and the basis for asking for a further review. Identify new evidence or a process issue where possible.

Read the complaints policy

ICEQC's official channels

For a complaint or appeal within ICEQC's authority, consult its official procedure directly. You do not need IESG's approval to use those channels.

ICEQC complaints · ICEQC appeals

Written route

Service Complaint, INTERNATIONAL EDUCATION SERVICES GROUP LTD, 128 City Road, London, EC1V 2NX, United Kingdom.