The Money & Housing Advice Service at King's aim to provide an excellent service to all students and staff that interact with us. We hope that you find the information, guidance and support given by advisors useful. If you’re not happy with the service you’ve received, you can submit a complaint so that we can learn from your experience and improve in the future.
We can also investigate complaints about the conduct of staff and the accuracy of the information and advice you were given.
Important to know: Our advice and guidance is limited by the rules and regulations which we advise on; sometimes we have to give advice that you might not wish to receive. A complaint can't change the ‘legislation’ we’ve advised on, especially if it relates to policies which are external to the university. We'll always aim to offer a second opinion and review of your case.
How to make a complaint
Most issues can be resolved informally, if you’re unhappy with the advice you have received, talk to your adviser in the first instance.
If you’re not happy with the outcome of the university complaints procedure
If after going through all stages of the university complaints process you remain unsatisfied you can refer your complaint to a number of independent agencies:
King’s Money & Housing Advice Service is regulated by the Financial Conduct Authority (FCA) to give debt advice in the limited areas of ‘debt counselling’ and ‘debt adjusting’. Our licence number is 712115. You can check registration details on the FCA’s Financial Services Register.
If you have complained about advice which relates to these activities and you are not happy with our response, we reject your complaint or you do not hear back from us within eight weeks, you can contact the Financial Ombudsman Service (FOS), who may be able to help you.
- The FOS is a free, independent service for settling disputes between financial services firms and their customers. It can deal with complaints about a wide range of financial matters
- The FOS will ask the financial firm to explain what they think happened and then decide whether to uphold your complaint
- It's important you contact the FOS within six months of receiving a final response from the firm, or the FOS may not be able to deal with your complaint
The Office of the Independent Adjudicator (OIA) is an independent body set up to review student complaints. Free to students, the OIA deals with individual complaints against Higher Education Providers in England and Wales.
For information about our privacy notice or information we hold about you, contact the university’s Data Protection Officer as detailed in the King's College London Privacy Statement. If you don’t feel we have dealt with your request appropriately, you can complain to the Information Commissioner’s Office.
