Fortunately, problems occur relatively rarely.  However, they can sometimes arise for all sorts of reasons, so please note the following.

1. If someone is unhappy about something and we are unable to solve the problem to their satisfaction, we will always tell you immediately, so that if a complaint comes to you you are prepared for it.
2. If someone complains to you, please tell us immediately. We will try to sort out the problem if the student is still with us, or we will at least investigate the case if the student has returned home.

Please remember that we can't do anything about a problem if we do not know about it.  We always try to be the best we can and telling us about even small issues helps us to avoid them recurring in the future.