ENGLISH LANGUAGE HOUSE
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    • ...for Exam Candidates >
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    • Taster Lessons

COMPLAINTS PROCEDURE & COMPLAINTS FORM


At English Language House (ELH) we will always try to make sure that our students are happy with their lessons and how we look after them. It is important to us that all the staff at Elh work well, that the service we provide is of a very high quality, and that our students are happy with what we offer; but sometimes things may go wrong.
If you feel unhappy about something and if you have a complaint, our "complaints procedure" explains how we will dealt with any complaint we receive.

If you are unhappy about something:
  • Please tell us as soon as you realise there is a problem. The sooner we know there is a problem, the sooner we can try to correct things.
  • If possible, you could speak to the person directly eg if you have a problem with your lesson/s you could speak to your teacher or if you have a problem with your accommodation you could speak to your host family.  But if you cannot do this please come and talk to us privately at the Elh office. 
  • You can see us alone or bring a friend with you if you prefer. You can also telephone or email us meet us via Zoom if this is more suitable. 
  • We will sit quietly and listen to your problem.   
  • You should try to explain what has happened and how you think we can help to improve the situation for you.  
  • Then we will investigate the problem and we will try to help.  
  • If you email or telephone us please make sure give you us your correct contact details so we can contact you with a response to your problem.
  • If we think we can help we will tell you what we are going to do to try to solve the problem eg if someone in the coffee shop downstairs was rude to you we will investigate and we will let you know what we can do; then, if you agree we will make a formal complaint about this person to the buildings manager of the coffee shop manager.  
  • When you complain we will treat you courteously and professionally. If we cannot reply immediately, we will reply within 15 working days.
  • When we reply we will explain what went wrong and why, and if appropriate, we will apologise, correct any mistakes, and improve any procedures.
  • If you are not happy with our response, you can write to the Director ELH, Tatiana Vassilakis, at English Language House. or you can complete the complaints form at the bottom of this page. She will reply within 15 working days.

Making a complaint through EnglishUK                                                 
Making a complaint to Cambridge English
Making a complaint to the British Council

HOW WE WILL DEALS WITH COMPLAINTS MADE ABOUT A STUDENT OR A MEMBER OF STAFF WHO HAS BEHAVED BADLY:

We want all our students, our staff and our teachers to be happy and feel safe in our school.
But: 
o    If a student breaks the law
o    If a student behaves in an offensive or threatening manner to other students of a member of staff 
We will investigate and, if necessary, take action.
​

Procedure for Investigation - how we will investigate:
ELH will ask the student to come to a meeting.
This student may bring a friend with them.
ELH will ask the student to explain what happened.
The student can explain what happened in writing and bring the paper with them to the meeting.
ELH will ask the student questions about what happened.
 
ELH will make notes of the meeting.
ELH will ask the student to read and agree the notes.
ELH will ask the student to sign to show that they agree.
  
If someone else was involved
 
ELH will ask this person also to come to a meeting.(not the same meeting as the person above).
This person may bring a friend with them.
ELH will ask this person to explain what happened.
This person can explain what happened in writing and bring the paper with them to the meeting.
ELH will ask the person questions about what happened.
 
ELH will make notes of the meeting.
ELH will ask the person to read and agree the notes.
ELH will ask the person to sign to show that they agree. ​

Action to be taken
During the investigation, ELH may suspend the student from classes.

After the meeting(s) ELH will decide what action to take.
The student will be informed of the action.
The student may be asked to leave.

Appeal
The student may appeal the decision to the Director ELH, whose decision will be final.

The student must appeal within 2 weeks of the decision.
The appeal must be in writing.

Making a complaint through EnglishUK.
If you are not satisfied with the response from ELH, you can contact English UK for further advice. 
 
Making a complaint to the British Council
ELH is an organisation accredited by the British Council. This means we have Accreditation UK which is committed to following up complaints about accredited organisations.
If you are not satisfied with the response from ELH, you can find out about how the British Council deal with student complaints and decide if you want to contact them.  
The British Council may pass your complaint to English UK to  investigate. 

Most complaints are resolved amicably, however, The British Council do have an independent ombudsman available to make judgements on more difficult cases.​


    Elh Complaint Form

    ​Please talk to your teacher in the first instance about your problem, especially if this something to do with lessons. If you are unhappy with how the teacher deal with your problem or you would prefer to speak to someone at the ELH office you can arrange to talk to our DOA, Mihaela or our DOS, Clare about this.
    If you are unhappy because you think your problem has not been resolved you can use this form to make a formal complaint. This formal complaint will be dealt with by either the DOA, or DOS or the Director ELH who may ask to speak to you about this so they can get a full understanding of what happened and let you know what is possible and/or can be done to solve this problem.    

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STAY IN TOUCH
English Language House can accept students who need a short term study visa of up to 11 month to study English Language in the UK.   
English Language House is on the UK Register of Learning Providers:  UKPRN number: 10030742

E L H LIMITED - Company registration no: 3965199

ABOUT_ENGLISH_LANGUAGE_HOUSE
​
The ELH story               
Why Study at ELH               ​              
The Social Programme       
What Our Students Think                     
News &. Views      Safety&Suitability.Criteria.for.Offsite.Class.Admin

FEEDBACK               
Students           
Accommodation
Staff                           
Homestays
Corporate
ELH TERMS AND CONDITIONS              T&Cs.for.Students              ​
 T&Cs.for.Agents/ETOs              T&Cs.for.Homestay.Providers
T&Cs.for.Exam.Candidates                          

POLICY DOCUMENTS               
​Safeguarding               
​
Health & Safety              
Data Protection               
Prevent
Privacy Policy               
Privacy Notice               
Transparency Policy             
Record Retention               
​Complaints Procedure             
Equal Opportunities 
​Mobile Phone Policy
USEFUL INFORMATION             
Application Procedure for English Language students                ​
How to book a course-an exam-a trip or activity homestay etc               
Staying safe abroad 
Level Chart     
​
Test your English             
Information for students who need a visa to study English in England               
What's On ​                           

INFORMATION FROM THE DEPARTMENT OF EDUCATION               Keeping_children_safe_in_Education

Copyright English Language House
​important information
  • Home
    • About English Language House >
      • The ELH Story
      • Our Teachers and Staff >
        • Careers >
          • English Language Teacher
          • CELTA Trainer
      • Our Students >
        • Gallery >
          • at StudyWorld 2017
      • Our Social Programme >
        • Milton Keynes 50th Birthday
        • Play your Shakespeare
        • What's on next
      • Why study with ELH? >
        • What we Offer
        • Testimonials
      • Term Dates
      • Dates we are closed
      • Directions to ELH
      • News and Views >
        • Covid news and updates
    • About Milton Keynes >
      • The Town of MK
      • Accommodation in MK
      • Jobs in Milton Keynes
    • About the Open Examination Centre
    • How to Join >
      • How quickly can improve your English
    • The Elh Blog
  • English Courses
    • How to join an English programme
    • English Programmes >
      • Classes >
        • Description of classes
        • FREE Classes and how to join >
          • Free Class Level test
          • Free Class Booking Form
          • Free class priority entry fee
          • FREE Class Orientation
      • Lessons >
        • Schedule of Group Lessons
      • Language levels
      • Modes of Study
      • Tutorials
      • Prices >
        • Face2Face Prices
        • Live Online Prices
    • English for Under 18s >
      • Junior Summer School
    • English for Corporate Clients >
      • Corporate client enrolment form
      • Corporate Learner needs analysis
      • ONA Organisational needs requirement form
    • English at Home
  • Online learning
    • Online Learning Options >
      • Code of Practice for Online delivery
    • E-Learning and how to join >
      • E-learning enrolment form
      • Troubleshoot e-learning
    • About Live Online Learning
    • About Mixed Mode Learning
    • About Hybrid Learning
    • Foreign Language Lessons Online
  • Teacher Training
    • How to apply for the CELTA >
      • CELTA Application Form
      • CELTA Pre Interview Task
    • CELTA >
      • About the CELTA at ELH
      • The CELTA info pack >
        • CELTA dates
        • CELTA fees
        • Possible CELTA timetables
        • The Online CELTA
        • The Face2Face CELTA
        • The Mixed Mode CELTA
      • CELTA Open Day >
        • Book a CELTA open day
      • CELTA interview >
        • CELTA interview
        • CELTA at interview checklist
        • CELTA at interview task
        • Interviewer's checklist
      • CELTA feedback >
        • CELTA mid course feedback form
        • CELTA End of Course Feedback Form
    • Delta >
      • Delta Application
      • The Delta application fee
      • About the Delta application fee
    • CPD and Teacher Training
  • Exam Centre
    • How to Book an exam >
      • Exam Entry Form
    • The Open Examination Centre >
      • Exam Dates
      • Exam Fees
      • Exam Day Useful Tips
      • Exam Safety & Security
      • Trinity Exams >
        • Trinity English Exams
        • Trinity Exams at Elh
        • Trinity Exam fees
        • Trinity SELTS preparation Courses
    • The Delta Exam >
      • Delta exam dates
  • Information
    • ... for Students >
      • How to join English lessons >
        • 2023 NEW Student Registration Form
        • Parental Consent Form
        • Student Level test
        • Terms and Conditions >
          • T&Cs4 Students
          • T&CS Exam Entry + GDPR
          • CELTA T&Cs
          • T&Cs for Online
          • T&C4HomestayProviders
        • Policy documents
      • How we work >
        • Code of Conduct
        • Complaints procedure
        • Rules for f2f Students
        • St attendance & achievement
        • Location and health declaration form
        • Disclaimer - Covid 19
      • Offers and Discounts >
        • Special Offers
        • Discounts
      • Accommodation >
        • Accommodation in MK
        • Accommodation in homestay
        • Information for students who want homestay
        • Pay for your homestay
        • Accommodation Form
      • Information for Visa Students >
        • Visa form
        • Advice for Visa students
      • New Student Induction >
        • How to conduct a New Student Induction
        • Student Welcome Pack
        • New Student Quiz
        • How to log into your email
        • How to use Zoom
      • Student Questionnaires >
        • Yellow Feedback Form
        • Student Feedback Questionnaire
        • Homestay Student Feedback
    • ... for Parents >
      • Care of Under 18s
      • Welfare policy for Under 18s
      • parental consent form
    • ... for CELTA / Delta Trainees
    • ... for Agents >
      • How to join ELH as an agent >
        • Agent Application form
        • Agent T&Cs and Renewal
      • How to introduce a student to ELH >
        • Your Students' Journey
        • Student Introduction Form:
    • ...for Exam Candidates >
      • Exam Safety Notice for Candidates
    • .... for Companies and Schools >
      • Courses for groups
      • Training provision for schools
    • .... for Homestay providers >
      • How to Join our Homestay Providers
      • Homestay Provider Application Form
      • Homestay Provider Annual Renewal Form
      • Homestay availability
      • Homestay Provider Questionnaire
    • ..... for Staff >
      • Zoom invitations to lessons
      • Docs for Staff
  • Contact
    • The Elh Office on Zoom
    • Book an appointment
    • Enquiry about lessons and exams
  • Pay
    • The Course Fee
    • The Examination Fee
    • The Registration Fee
    • The Visa Admin Fee
    • The Booking fee
    • Taster Lessons