Conditions of Service

Regulation of Advice

This sets the principles and standards by which immigration professionals must comply.

The Student Immigration Service team are the only members of staff at the University of Edinburgh appropriately trained, regulated and designated as competent under the block exemption for educational institutions by the Immigration Advice Authority (IAA), to provide students with immigration advice and services. 

The IAA is a government regulatory body set up to ensure that immigration advice is only provided by suitably qualified organisations and individuals. Prior to January 2025, the IAA was previously known as the Office of the Immigration Services Commissioner (OISC).

The University of Edinburgh Student Immigration Service offers free, confidential, impartial immigration advice, information and services to prospective and current students for the duration of their studies.

To ensure we work to the highest professional standards, our advisers engage in regular professional training. It is the committed policy of the Student Immigration Service to ensure that our advisers maintain the required level of competence in their immigration work. 

Find out about the scope of the IAA

Regulation of UK immigration advisors

Limitations of Responsibility

The Home Office and associated agencies are responsible for the process and procedure of the visa application system in the UK. The University has no authority over these agencies in relation to immigration applications, decisions, process or regulations. 

We therefore cannot accept responsibility for consequences arising from decisions made by UK Visas and Immigration (UKVI) or other agencies. 

Contacting the Student Immigration Service 

1. To make the most from our service, check our website for help and use the online contact form for your initial enquiry. Our phone line is limited to basic information only.
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. 
4. We will not be responsible for any delays or omissions happening 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. Due to resource, 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 at least 24 hours’ notice, but reserve the right to cancel or rearrange appointments at any time.

In addition, the UK Council for International Student Affairs (UKCISA) is the UK's national advisory body serving the interests of international students and those who work with them. UKCISA provides website information and a telephone advice line for free, independent and confidential one to one guidance with qualified student advisers.

UKCISA website information     

How to contact our service

Engaging with our Service

The Student Immigration Service commits to the following:  

1. Our service is limited to assisting with Student and Student-related visa routes. A full list of the advice we provide can be found on our website
2. 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 an external specialist service provider.  
3. 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.  Please ensure that you keep all communication in the same Unidesk call so that no information is missed.
4. 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.      
5. 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.  
6. 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.      
7. We are committed to protecting your confidentiality and ensure that your personal information is safeguarded at all times.

7. (i) We will not pass on personal information about you to anyone outside the Student Immigration Service team, subject to the following exceptions: 

• Where we have your explicit verbal or signed consent to disclose the information;
• Where we believe you or others are in danger;
• Where we are required to do so by licensing requirements;
• Where we consider we are required to do so by law and/or where failure to do so may lead to civil or criminal court procedures.
• In addition, there may be occasion where information you disclose will be passed onto other relevant University departments if deemed necessary. 

Student Immigration Service remit

Student privacy statement

We expect you to: 

1. Take full responsibility for completing and submitting your valid application form on time, and for gathering any supporting evidence as advised, either through individual guidance or online resources.
2. Provide accurate and relevant details about dates, documents, status, personal circumstances, personal details, programme changes, and any other pertinent information. Without this, we cannot assist or ensure accurate advice. Inform us immediately of any changes to your personal, family, financial, or academic situation that may impact your case.
3. Carefully read and follow all provided instructions, taking necessary actions promptly before given deadlines, including responding to Immigration Health Surcharge payment reminders and requests for additional documentation.
4. Abide by the conditions of your visa.
5. If you are contacted by UKVI and would like assistance, please let us know as soon as you receive the UKVI correspondence, and well before any stated deadline.  

Student visa responsibilities

Conflict of Interest

1. Your adviser will always provide you with all the legal options available to you to allow you to make informed decisions, and will act in your best interests. However, in some circumstances, conflicts of interest may arise. Your adviser will discuss this with you before taking any action.
2. If you believe you are in breach of your visa conditions, it is advisable to consult with UKCISA (UK Council for International Student Affairs) prior to contacting the University of Edinburgh's Student Immigration Service. Advisers at the university are legally obligated to report any violations to UKVI in accordance with the Immigration Rules and Student Sponsor Guidance.
3. 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.  
4. It is your decision whether to follow our advice. If you choose not to, we may be unable to assist further. In such cases, we will provide information on alternative sources of assistance, if available.
5. If you choose to seek alternative advice, we strongly recommend that you contact a reputable and experienced solicitor or immigration adviser. You should not accept or rely on advice from anyone who is not regulated by the IAA or another regulator, such as the Solicitors Regulation Authority, CILEx Regulation, Law Society of Scotland or Law Society of Northern Ireland.

IAA external advisor finder

Feedback and complaints

1. 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.
2. Our immigration advice and services are regulated by the IAA. If you find that your complaint was not satisfactorily resolved through the University complaints procedure, you may contact the IAA. 

IAA complaints procedure

Retention of records 

1. 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 UK immigration status.
2. You are entitled to make a formal freedom of information request. You would need to provide as much detail as you can about the information you would like from the University. The University aims to respond within one month of receiving a request.     

How to make a freedom of information request