When something goes wrong before or during study abroad, the first place to contact depends on the kind of problem. This article sets out the order: the school and agent in writing first, then public offices. For the whole process, see our guide to studying English in the Philippines. Checked on 31 October 2026.
In short
Start by telling the school or agent in writing. If that does not move things, look for your own country’s consumer service and your embassy or consulate, and in the Philippines the Department of Trade and Industry (DTI) publishes contact details. This article is a guide to where to ask and is not legal advice.
The first contact depends on the problem
You contact the school about lessons, housing or refund terms, and the agent about fees, contracts or cancellation. The table below is a rough guide to how the contacts in this article divide.
| Problem | Where to start |
|---|---|
| Lessons, housing or refund terms at the school | The school’s written contact |
| Agent fees, contract or cancellation | The agent’s written contact |
| A contract problem that is not moving | Your own country’s consumer service |
| Trouble while you are in the Philippines | Your embassy or consulate, and the DTI |
Tell the school and agent in writing first
Start by telling the other party what happened. Rather than a phone call alone, write by email or another form that keeps a record, and say what happened and what you want.
Refund and course change terms can be checked on a school’s official pages before you apply. For what to check, see seven things to check before you apply, and for transfers and refunds, when a school does not suit you. For how agents work and charge, see how to choose a study abroad agent.
Your own country’s consumer service
Readers of this site live in different countries, and the consumer service that applies depends on yours. This article does not list them.
Look on your own government’s official website for its consumer complaint service. Ask whether it can help with a contract made with a school or agent abroad.
Your embassy or consulate
Your own country’s foreign ministry website lists its embassies and consulates. Use that official list to find the office that covers the Philippines.
This article does not give embassy phone numbers, because they differ by country and change. Take them from the official list.
The DTI in the Philippines
The Department of Trade and Industry (DTI) publishes consumer information on its Consumer Space pages. Its Contact Us page lists the Customer Contact Center by telephone at 1-DTI (1-384) and by email at ask@dti.gov.ph, open Monday to Sunday from 8:00 a.m. to 5:00 p.m., except holidays.
The official pages do not say whether the DTI handles language school contracts. Contact it to find out.
What to gather before you ask for help
Offices usually need the facts of the case, so gather the following five items first.
- The contract, application form and quote
- Payment records (date, amount and who you paid)
- Emails and chat messages with the school or agent
- A timeline of what happened
- A note of the outcome you are asking for
Next step: check your quote
Checking a quote before you apply helps you see what you are agreeing to. If you have a quote, check it with the Study Abroad Quote Check. For the whole process, see our guide to studying English in the Philippines.
