Problems & Complaints Procedure

Worries and Problems…

Do:           tell someone about your problem

Don’t:       Keep quiet about it

Let it become a BIG problem

Serious Problems or Complaints…Whether you are studying in school or online……

Do:           act immediately

talk to the Director of Studies about problems with your classes and studies

talk to the Principal in Reception about all other problems or complaints. They will make sure you talk to the right person to help you

talk to the Registrar about accommodation problems

Don’t:       postpone talking about it

be worried about talking to a member of staff – what you say is confidential

If you are not sure who to speak to, ask your teacher or any member of staff and they will help you find the correct person.

What will happen?

We will…

  • Listen to your complaint careful
  • Investigate your complaint if appropriate
  • Carry out agreed action as quickly as possible
  • Respect confidentiality unless we suspect UK law has been broken or if the matter concerns someone under 18 years of age
  • Act in accordance with our Safeuarding Policy if the matter concerns someone under 18 years of age
  • Keep written records of all conversations and actions taken
  • Check you are happy with the result

Unresolved Complaints

If you are not happy with the result of your complaint or the way we have dealt with it:

  • Talk to the Director of Studies or talk to the Principal
  • If you are still not happy, you or your parents can write to our professional association, English UK:

English UK, 47 Brunswick Court, Tanner Street, London, SE1 3LH

Tel: +44 20 7608 7960


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