Complaints Policy

 

 If you have a problem with any part of your stay, the first step is always to discuss the problem with the right person in the school and they will be happy to help you.

  • If you have any problems with your lessons, please speak to your teacher.
  • If you are unhappy with your teacher for any reason, you can talk to the Principal.
  • If you have any problems with your accommodation or your homestay family, please speak to Julier, Lydia or Fiona in reception.

If you prefer, or the above are not available, you can speak to Andy (the Principal). If you want, a friend or classmate can come with you for support or to help you with your English.

If you have spoken to the right person and you are still unhappy, you are welcome to use our formal complaints procedure. The process is as follows:

1) Speak to the Principal, or write to him if you prefer.

2) The Principal will consider your complaint, and contact you as soon as possible to arrange a convenient time for you to talk about your complaint in private to him. Whenever practical, this meeting will be arranged and conducted on the same day as the complaint and always within 48 hours of the complaint.

4) After your meeting, your complaint will be investigated and then discussed with any relevant staff and a decision will be made about what action will be taken within 24 hours.

5) A further meeting will be arranged with you in private. In this meeting the decision of the Principal will be presented and explained to you. If you are still unhappy, the way to register the complaint with ENGLISH UK will also be explained. All complaints and decisions are recorded and filed and a written record of formal complaint decisions will be issued to those bringing a formal complaint. If you decide to pursue the complaint with English UK, the school's written description and decision will be available for use in this process.

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English UK is the world's leading language teaching association and your guarantee of high quality and good service. Students can appeal to English UK if they are dissatisfied with the way a centre deals with a complaint. See www.englishuk.com/complaints

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