Tell us clearly when something has gone wrong.

1. How to submit a complaint

Email info@edunetbridgeconsultancy.co.ke with the subject Formal complaint, or deliver a written complaint to Lucky Plaza, 2nd Floor, Eldoret, Kenya.

Please include:

• your full name and safe contact details;
• the student name, booking reference, application reference or invoice number where relevant;
• what happened, when it happened and who was involved;
• copies of relevant messages, receipts or documents; and
• the outcome you believe would resolve the concern.

Do not email unnecessary original identity or financial documents. We will ask for additional evidence if it is needed.

2. How we review a complaint

1. We record the complaint and provide a reference.
2. A person who can review the issue fairly gathers the relevant service, communication and payment records.
3. We may ask you and involved staff for clarification.
4. We assess the facts against the agreed service, website terms, student charter and applicable law or provider requirements.
5. We provide a written outcome, reasons and any corrective action or available next step.

3. Response times

We aim to acknowledge a complaint within two working days and provide a written outcome within 10 working days. If the matter is complex or depends on information from an institution or another third party, we will explain the delay and provide a revised target date.

4. Internal and external escalation

If you disagree with the outcome, request a management review within 10 working days and explain the unresolved point. A person not responsible for the original decision will review it where reasonably possible.

An institution's admission complaint or appeal process applies to that institution's decision. Visa and immigration decisions must be challenged through the relevant official review or appeal route, not through EduNet's complaint process. We will identify a relevant partner complaint route where it applies to the service.

5. Privacy complaints

For a concern about personal information, first email info@edunetbridgeconsultancy.co.ke. If a Kenyan data-protection concern remains unresolved, you may contact or file a complaint with the Office of the Data Protection Commissioner.

6. Records and confidentiality

We restrict complaint records to people who need them for investigation, response, quality review or legal obligations. We retain the record for an appropriate period and use complaint trends to improve service and training.

7. Urgent safety concerns

If someone faces immediate danger, contact the relevant local emergency service first. EduNet may escalate a credible safeguarding concern to a parent or guardian, institution, emergency service or appropriate authority when necessary to protect a person.