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Making A Complaint

We hope that you are happy on your course with us whether it is face to face or delivered virtually. However, sometimes you may have a problem, or things can go wrong, and this is what to do:

  • If you have a problem, please tell us. Your problem may be practical – for example to do with your course or a technical issue or your accommodation – or it may be personal – for example to do with a member of staff or another student. We are here to help you, but we can only do this if we know the problem exists. So please tell us about it at once. You can speak to anyone that you feel comfortable with and they will pass it along to the appropriate person to ensure action is taken.
  • If you are still not happy and you want to complain, please speak to our Head of Courses or our Courses Managers or email [email protected]. We take every complaint very seriously and will look at your problem carefully and tell you within 24 hours what action we will take.
  • If we cannot fix your problem, you can ask to speak to our Chief Executive, Hauke Tallon. He is based in our London Head Office. If he is not available, you can speak to one of our other Directors who will be able look at the problem and find a solution to your complaint. The Courses Managers will be able to give you the details of the person to contact if Hauke Tallon is not available. If you would like to submit a complaint in writing please write to Hauke Tallon, Chief Executive, 15 Holland Park Gardens, London W14 8DZ or email him at: [email protected].
  • We're a member of English UK – the association for accredited English Language Centres – and if you're still unhappy, you may take your complaint to the ombudsman of this organisation. The ombudsman is an independent person who investigates complaints. We promise to follow the ombudsman's recommendations. Please ask us for information, or you can contact English UK direct at 47 Brunswick Court, Tanner Street, London SE1 3LH. Telephone: 020 7608 7960.
  • The school is also accredited by the British Council and you may also contact this body with a complaint about our services. Accreditation Unit, British Council, Bridgewater House, 58 Whitworth St, Manchester, M1 6BB. Telephone 0161 957 7692. Or e-mail: [email protected]