Complaints and Grievances

If any issue at all arises during your course that you feel should be rectified, we encourage you to mention it to any member of staff.

Issues that arise can usually be corrected quickly and informally.

If however, you feel your complaint is of a more serious nature, you can raise the matter formally.

You can do this by completing a complaints/grievances form at the school reception or by sending an email to one of the staff members listed at the bottom of this policy.

You can also request a meeting with the School Manager to discuss the matter. A meeting will be arranged within 24 hours. If the School Manager is not available you will be asked to address your complaint to another member of the management team.

It is the policy of the Central School of English to take a written record of any serious complaint received.

A member of the management team will decide whether or not a complaint is of a serious nature and should be recorded in writing.

Examples of complaints might be:

Failure by another student or a staff member to abide by the Code of Conduct of the school (see Student Handbook)

A course or programme is not as described in a brochure, website or other sales material

A service that was booked was not delivered as confirmed. Examples could be:

a. A driver failed to arrive for an airport transfer
b. A student is placed in a shared room when a single was booked

A student is not happy with the quality of a service that is delivered. Examples could be:

a. A host family does not meet their expectations
b. A student does not feel the material covered in class is useful for them
c. Facilities in the school are not up to standard

A customer is at a personal loss or injury as a result of Central School of English negligence. Example: a student is injured on an activity where adequate safety precautions were not taken

An employee or person contracted by the Central School of English has not fulfilled their duties or has acted unprofessionally


When a complaint is received the following information will be noted on the written record:

  1. The date the complaint was lodged
  2. The date the incident or problem was discovered
  3. The name of the student/agent making the complaint
  4. The name of the Central School of English staff member dealing with the complaint
  5. Details of the complaint or problem

Complaints will be dealt with immediately and within 24 hours of a complaint being logged. If this is not possible a full update will be given regularly to the student/agent involved.

Details of how the problem was rectified will also be entered into the log. This log entry will contain the following information:

  1. Date the complaint was dealt with
  2. Name of the Central School of English staff member dealing with the complaint
  3. Details of how the complaint was dealt with

When the staff member has a solution they will then arrange to meet with the student or send an email to the agent to explain how the problem has been rectified. If the student or agent is not happy with how this problem has been handled, the complaint will then be passed on to the School Director where the complaint will be investigated further.

Complaints should be directed to:

If it is about your teacher, class, or course: Mark Ledsome (Director of Studies) – [email protected]
If it is about anything else: – Nikola Byrtusova (School Manager) –  [email protected]

Policy Owner: The person responsible for ensuring actions required by this policy are taken is: Nikola Byrtusova (School Manager) email: [email protected]