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Making A Complaint

We hope that you’re enjoying yourself in our school. Our staff work hard to give you the best experience possible, but sometimes you may have a problem or things can go wrong.

Here’s what to do if this happens:

  • If you have a problem, please tell us. We are here to help you, but we can’t do this if we don’t know about your problem. Your problem may be practical – for example about your course or your accommodation, or it may be personal – for example about a member of staff, another student, or something more private. Please tell us when you feel unhappy. You can speak to anyone that you feel comfortable with, and all our staff wear blue name badges.
  • The person you speak to will try to help you with your problem if they can. If they can’t, they will contact the right person to help you.
  • If you’re still not happy or there is no solution, please speak to a manager. We take all complaints very seriously, and we will look at your problem carefully and tell you within 24 hours what action we will take.
  • If you are not happy with the action we have taken, you may ask to speak to our CEO, Hauke Tallon. He is usually available at the school, but sometimes he works online. If he is unavailable, another director will talk to you instead.
  • We are a member of English UK – the association for accredited English Language Schools in the UK. You can take any complaint to English UK if we don’t find solution to your problem, or if you are still unhappy. English UK are independent, and they will look at your complaint by getting information from both sides. They will then recommend a solution and the school promises to follow the decision they make. https://www.englishuk.com/comp... 
    The school is also accredited by the British Council, and you can also contact this organisation with a complaint about our services. https://www.britishcouncil.org...