Complaints

Sign in, open Help & support and choose A complaint. Say what happened, when, and who was involved. Add the reference of the application or of the payment if there is one.

If you cannot sign in, write to [email protected].

• ScholarVoya's service, or a member of its staff;
• an agency that represents you, or one that contacted you;
• information on the platform that misled you;
• how your personal data was used (see also the privacy policy).

A decision on an admission, a visa or a loan belongs to the institution, the government or the lender: we cannot change it. Ask us, and we will explain what the decision says and what you can do next.

• You receive a reference at once, and follow the request in Help & support.
• A member of ScholarVoya's team reads it and answers in the same conversation. They may ask you for details.
• A complaint about an agency is recorded against that agency, and counts in how we follow its work.
• When we have answered, the request is marked as resolved. You are told by email and in the app.

Reply in the same request and say why: it is opened again and looked at again.

For a complaint about your personal data, you can also write to the data-protection authority: in Rwanda, the National Cyber Security Authority (NCSA); elsewhere, the authority in your country.

Making a complaint never affects your applications. We ask you to be accurate and respectful, and we owe you the same.

If someone asked you for money for a guaranteed result, or used ScholarVoya's name to deceive you, report fraud instead: those reports go to the front of the queue.