ELH COMPLAINTS PROCEDURE
Reviewed and updated by TGV Sept2025
At English Language House (ELH) we will always try to make sure that our students, trainees and exam candidates are happy with what we offer and how we work with them.
It is very important to us that all the teachers, admin staff and everyone who works at Elh works well, that the service we provide is of a very high quality, and that our students and clients are happy with what we offer; but we also recognise that 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 complaints we receive.
If you are unhappy about something:
It is very important to us that all the teachers, admin staff and everyone who works at Elh works well, that the service we provide is of a very high quality, and that our students and clients are happy with what we offer; but we also recognise that 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 complaints 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 and/or 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 or 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 that need to be improved.
- If you are not happy with our response, you can use our complaints form to submit your complaint to the Director ELH. She will reply within 15 working days.
If you are not happy about the way we have dealt with your problem you can:
HOW WE WILL DEALS WITH COMPLAINTS MADE ABOUT A STUDENT OR A MEMBER OF STAFF WHO HAS BEHAVED BADLY:
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We want all our students, our staff / contractors 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 or 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. |
