Conditions for engaging with the Student Immigration Service

1. For the best use of our service, please see our website for what we can help with and how to contact us. We can only provide basic signposting over the phone, so you should send your initial enquiry through our contact form.  

Contact us

2. We will normally contact you through your University email, so you must check it regularly. If you change your contact details you must update your student record to reflect your current address, email and phone number.     
3. If you are using a personal email to contact us, you should set up an auto-forward to your UoE email account to ensure that you do not miss any communications. This is in line with University's email policy for contacting students. 

The Student Contract

4. We will not be responsible for any delays or omissions as a result of failure to check your University email or updating your contact information in a timely manner.  
5. Our staff are here to help you. We understand that dealing with immigration regulations can be frustrating, but we expect you to treat our staff with courtesy at all times. We reserve the right to disengage with anyone displaying abusive behaviour. 

6. We cannot offer appointments to everyone. If you would like to speak with an adviser, you should use our online contact form to provide us with full details of your case and an adviser will decide if an appointment is necessary. We will normally only provide appointments for complex cases. If you choose to telephone or come in person to the office without an appointment, there is no guarantee you will be able to speak to an adviser, and you will normally be directed to complete the online form and an adviser will respond to you by email.  
7. Appointments will normally be offered via Teams. If you prefer to meet in person, this can be discussed with your adviser.  
8. If you are unable to attend your appointment, please contact us so that it can be offered to other students. You should try to give us at least 24 hours’ notice if you are unable to attend.       
9. If your appointment is for an immigration application, you must complete the necessary forms and gather your supporting evidence before attending the appointment.      
10. You must ensure to be on time for your appointment. If you are late, we cannot guarantee that an adviser will see you.    
11. If we need to cancel or rearrange your appointment, we aim to give you a least 24 hours’ notice but reserve the right to cancel or rearrange appointments at any time.    

The Student Immigration Service commits to the following: 

12. Your case will normally be handled by an individual, named adviser. However, in the event of absence, a different adviser may be assigned to your case. That adviser will have full access to your case file.  
13. Wherever possible, your adviser will be available to advise and assist you. We will keep you informed of the progress of your case and any developments as and when they arise. We will advise you of any additional action we believe you may need to take in order for us to progress your query.     
14. We shall do our best to respond promptly to correspondence made to us about your case, but ask you to understand that at busy times an immediate reply is not always possible.  
15. Our service will provide immigration advice in good faith based on your student record and the information you have provided. We endeavour to ensure that the advice is accurate at the time it is given. However, this advice is subject to change in accordance with changes in government law and policy. We cannot accept responsibility for any errors or omissions, for consequences arising from the use of the advice, nor for decisions made by UK government agencies.      
16. We are committed to protecting your confidentiality and operate our service to ensure that your personal information is protected at all times, except where we have a legal obligation to disclose details of our discussion or where we have serious concerns for your wellbeing, or that of other people. The Student Immigration Service is a part of the University of Edinburgh and, as such, has a responsibility to act in accordance with the Immigration Rules and all parts of the Student Sponsor Guidance. This includes the requirement to inform UK Visas and Immigration (UKVI) if we become aware that a student is in breach of their visa conditions. If you believe that this may cause a problem for you, please seek advice from UKCISA before disclosing any such information to us.  

Contact UKCISA

University privacy statement

17. We reserve the right to refuse to provide, or withdraw, our services immediately where we have grounds for believing that you have not been honest with us. In this case, we will provide you with details of alternative sources of help if we are able to do so.  
18. We will be honest about the limits of our knowledge and experience. Where a query is complex or falls outside of our area of expertise, we will signpost you to a more specialist service provider. This could be a University service or a service provided by an external organisation.        

We expect you to:

19. Take full responsibility for completing and submitting your valid application form on time, and for gathering any supporting evidence as advised, either in person or through web guidance. 
20. Provide us with accurate and relevant information relating to dates, documents, status, personal circumstances, personal details, change of programme, and any other relevant information. We may be unable to assist or proceed on your behalf without this information, and we cannot guarantee the accuracy of any advice given based on incomplete or incorrect information about your circumstances. 
21. Inform us as soon as possible regarding any changes to your personal, family, financial or academic situation that may impact your case. 
22. Read, retain and follow information provided, and take required actions in a timely manner before given deadlines. For example, Biometric enrolments, reminders to pay further amounts of Immigration Health Surcharge, requests for further documentation.  
23. Abide by the conditions of your visa. For information on your responsibilities as a student, please see: 

Rights, responsibilities and restrictions

24. If you are contacted by the UKVI and would like assistance, please let us know as soon as you receive the UKVI correspondence, and well before any stated deadline. 
25. It is your choice whether you take our advice. If you chose not to take our advice, we may not be able to help you. In this case, we will provide you with details of alternative sources of help if we are able to do so.  

26. We are committed to providing a high-quality service to all our clients and we welcome all feedback that helps us improve our service. When something goes wrong, we need you to tell us about it. We hope you are satisfied with the advice you have been given.  However, in case you have cause to complain, our complaints procedure is available on the University website.  

Complaints

27. Our immigration advice and services are regulated by the Office of the Immigration Services Commissioner (OISC). If you find that your complaint was not satisfactorily resolved through the University complaints procedure, you can contact the OISC.  You can find full details of their complaints procedure at www.oisc.gov.uk     

28. A copy of your file and related documents will be retained confidentially by the University for a period of 6 years before being destroyed. You are strongly advised to retain your own copy of all paperwork relating to your immigration status.      
29. We may keep paper and electronic records of your query and our advice. You are entitled to request a copy of your records. We aim to respond within one month of receiving a request.  You can find more information on how to make a Subject Access Request by visiting the Records Management website.    

Records management