ENGLISH LANGUAGE HOUSE
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          • What is Hybrid Learning?
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        • How quickly can you improve your English?
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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  FORMS             
  • Students           
  • Accommodation
  • Staff                           
  • Homestays
  • Corporate

OUR CERTIFICATES & LICENCES
  • ICO Certificate
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
        • News and Views
        • Working with ELH >
          • English Language Teacher
          • CELTA Trainer
          • Examiner
          • Invigilator for exams
      • Milton Keynes >
        • Accommodation in MK
      • The Open Examination Centre
      • The Teacher Training Centre
      • Our Students >
        • Gallery >
          • at StudyWorld 2017
        • New Student Induction >
          • Student Welcome Pack
          • New Student Quiz
          • How to log into your email
          • How to use Zoom
          • Zoom Chat
        • Progress tests >
          • Progress test T4
        • Hurdle test >
          • IELTS Hurdle test
      • Our Teachers and admin staff >
        • New Staff induction
        • Information for Elh Staff >
          • How to conduct a New Student Induction
      • Our Social Programme >
        • Milton Keynes 50th Birthday
        • Play your Shakespeare
        • What's on next
      • Our newsletter
    • How we work >
      • With Agents >
        • How to join ELH as an agent >
          • Agent Application form
          • Agent T&Cs and Agreement
          • Agent Annual Renewal Form
        • How to introduce a student to ELH >
          • Entry procedure for Sts via Agent
          • Student Introduction Form:
          • Student Entry Journey via Agent
      • With Companies and Schools >
        • Courses for groups
        • Training provision for schools
      • With Homestay providers >
        • How to Join our Homestay Providers
        • Homestay Provider Application Form
        • Homestay Provider Annual Renewal Form
        • Homestay availability
        • Homestay Provider Questionnaire
      • With students >
        • St self evaluation of learning
        • Code of Conduct
        • Complaints procedure
        • Complaint Form
        • Rules for f2f Students
        • Location and health declaration form
        • Disclaimer - Covid 19
      • With_ staff
      • Index of docs
    • Directions to ELH
    • Accommodation >
      • Accommodation Form
    • Information for Parents >
      • Care of Under 18s
      • Welfare policy for Under 18s
      • parental consent form
    • Information for Students >
      • How to book your lessons
      • Student Challenge
      • Try before you buy
      • Offers and Discounts
    • Why study with ELH? >
      • What we Offer
      • Testimonials
    • Our Term Dates >
      • Dates we are closed
  • English lessons
    • How to book your English lessons >
      • NEW Student Registration Form
      • Parental Consent Form
      • Student Level test
      • Visa to study English in the UK >
        • Read the information for Visa students
        • See the advice for Visa students
        • Visa Form
      • Terms and Conditions >
        • T&Cs4 Students
        • T&CS Exam Entry + GDPR
        • CELTA T&Cs
        • T&Cs for Online
        • T&C4HomestayProviders
        • T&Cs4 Students living in homestay accommodation
      • Policy documents
    • English Programmes >
      • Class Description
      • FREE Courses and how to join >
        • Free class booking form
        • Free Class Level test
        • Orientation for free classes
        • Free Class Dates: >
          • Free Classes Oct, to Dec.
          • Free Classes March to May
          • Free Classes June to Aug.
          • Free Classes July to Aug.
          • Free Classes Sept. to Oct.
      • Types of Lessons >
        • About Group Lessons
        • About Three2One Lessons
        • About Two2One Lessons
        • About One2One Lessons
      • Modes of Study >
        • Online Learning Options >
          • Code of Practice for Online delivery
          • What is Live Online Learning?
          • What is Mixed Mode Learning?
          • What is Hybrid Learning?
      • Language levels >
        • How quickly can you improve your English?
      • Tutorials
      • Prices
    • E-Learning Programmes >
      • How to join E-Learning
      • E-Learning Enrolment Form
      • Troubleshoot e-learning
    • English for Exams >
      • Exam preparation lessons
    • English for Under 18s >
      • Junior Holiday Programme
      • Junior Group programme
      • Junior One2One Programme
      • Junior Two2One Programme
      • Junior Three2One Programme
    • English for Corporate Clients >
      • Corporate client enrolment form
      • Corporate Learner needs analysis
      • ONA Organisational needs requirement form
    • English at Home
  • Teacher Training
    • The CELTA Course >
      • How to apply for the CELTA >
        • CELTA Application Form
        • CELTA Pre Interview Task
        • CELTA application fee
        • CELTA Terms and Conditions
      • CELTA dates and fees
      • CELTA delivery modes >
        • The Mixed Mode CELTA
        • The Face2Face CELTA
        • The Online 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
    • The Delta Course >
      • Delta enquiry form
      • Grievance procedure
      • Plagiarism In Delta Module 2
      • Delta T&Cs
      • Delta Candidate agreement
    • CPD courses
  • Examination Centre
    • How to book your Exam >
      • Exam Entry Form
      • Exam entry for U18s - Parental Consent Form
      • Group Entry for Exams
      • Enquiry for group exams
    • Cambridge Exams >
      • Exam Dates
      • Exam Fees
      • Computer based Exams
      • Peripatelic Exam Dates
      • Exam Safety & Security
      • Pretesting
    • Trinity Exams >
      • Trinity English Exams
      • Trinity Exam fees
      • Trinity SELT
    • Delta Exams >
      • Delta Entry Form
    • Information for Exam Candidates >
      • Notice to Candidates
      • Exam Safety Notice for Candidates
      • Useful Tips for your Exam
    • Information for Examiners >
      • Examiners
    • Our Examination Centre
  • Other lessons
    • Modern Foreign Languages >
      • Foreign Language Lessons Online
    • Subject lessons
    • T&Cs_Other.Lessons
  • Contact us
    • The Elh Office via Zoom
    • Elh Office opening hours
  • Pay
    • The Course Fee
    • The Examination Fee
    • The Registration Fee
    • The Visa Admin Fee
    • The Booking fee