complaints 250

Tuesday, June 27, 2017
The School / School Policies / Complaints Policy

Portsmouth English Language School - Complaints Policy|


Statement of intent:
Portsmouth English Language School is committed to providing an environment in which all students and staff feel comfortable, confident and able to learn and work. All students receive a copy of the Student Guide, which contains information to help the student remain safe and well whilst staying in the UK and information about school rules conducive to promoting such an environment.


The purpose of this policy:
This policy sets out PELS's commitment to provide best services to the students. In case if they have any issues, they needs to be dealt through the Complaints Procedure.
Complaints Procedures


Non-Academic
If you have a Non-Academic complaint, you should do the following:
For complaints about accommodation or student welfare:
1. In the first instance, you should speak to an Accommodation and Welfare Officer. Please make an appointment to do this.
2. If you are not satisfied with the result, you should then take your complaint direct to the Director of Studies. Please make an appointment to do this.
3. If you are still not satisfied, then you are advised to make a formal complaint, in writing to the Director of School.


Academic
If you have an Academic complaint you should do the following:
1. In the first instance, you should speak to your teacher and share your concern. If the concern is not satisfied than you can follow the steps 2-5 detailed below:
2. You should speak to the Director of Studies and make your complaint in writing. Please make an appointment to do this.
3. If you are not satisfied with the result, you should then take your complaint direct to the Director of School. Please make an appointment to do this.
4. If you are still not satisfied, then you are advised to make a formal complaint, in writing, British Council [email protected] The British Council will not deal with your complaint if you have not followed the steps (1-4)

• We believe that any issue, where possible, is best resolved informally between yourself and your teacher or the Director of Studies or Accommodation and Welfare Team.

Portsmouth English Language School

Testimonials

“I loved the school, the teachers and the administration staff members. I got a lot of support from the staff. They are supportive and helpful. I talked to them if I had a problem and they always had solutions. We also had some fun activities which helped to meet the other students from the other classes. I wish I could...

Bayan, 20 y.o. from Oman

“My experience at PELS was positive and good value for money. I enjoyed my lessons a lot. Marc is a very professional teacher, he is apt to teach high classes such as advanced and proficiency with adult students. My expectation has been satisfied in terms of attending an excellent advanced general English course and having had the opportunity to meet...

Giovanni, 48 y.o. from Italy

“I enrolled at PELS for professional reasons because English is very important for my job. I needed to improve my communication skills. The lessons were very challenging. However, my English is much better now than when I first started.” Guiseppe, 54 y.o from Italy, B1   “Lessons are absolutely beneficial and delivered by professional teachers. My host family was the greatest one ever...

Giuseppe, 54 y.o. from Italy

“My agent recommended Portsmouth English Language School where I studied for 6 weeks. I met lots of friends and had a nice coffee with my teachers. My homestay family was great. I loved my stay in Portsmouth and want to come back next year.” Asami, 31 y.o from Japan, B1

Asami, 31 y.o. from Japan

“I came to PELS to improve my English but also to prepare for the IELTS examination. I am really happy because I learnt a lot of new vocabulary and about the British culture.  The host family was brilliant and I had lots of discussions with them. I liked Portsmouth even if the city is small. I made great friends from...

Islem, 19 y.o. from Algeria

“I came to PELS last year and I wanted to come back again this year. The lessons are very nice. I like PELS.” Alghalya, 15 y.o from Oman

AlGhalya, 15 y.o. from Oman

“I did learn a lot with the lessons and I am really happy of the courses. The teachers are very good, each of them has own way to teach. I haven’t been disappointed. Thanks to the teachers and the staff. I’ve learned a lot. Adrien, 18 y.o. from Belgium, C1

Adrien, 18 y.o. from Belgium

“At PELS, the teachers are excellent and they are really helpful and friendly. I like my classmates who are from so many different nationalities. When I arrived, I was a complete beginner. 6 months later, my English has really improved.” Ilyes, 24 y.o from Tunisia, B1

Ilyes, 24 y.o. from Tunisia

“I came to PELS with my all family and it was really enjoyable and useful. My husband and two sons also studied at PELS. My English has improved by attending an intensive course. I think that to learn English , you need to be immersed in English life.” Wanda, 45 y.o from Italy, C1 “Lessons are absolutely beneficial and delivered by professional...

Wanda, 45 y.o. from Italy

"I arrived in the UK with no idea of English and with the only aim to learn it, so I joined PELS. Thanks to PELS, I met amazing people from different parts of the world. The PELS team helped me to improve my English to the point that I am now able to speak fluent English. I passed my IELTS...

Pol, 21 y.o. from Spain

 “All my teacher help me to improved my English. I like the classroom, it’s good for everything. Moreover, I came to PELS because there is class lady only and there is childcare for my daughter.” Shouq, from Saudi Arabia, B1   “Lessons are absolutely beneficial and delivered by professional teachers. My host family was the greatest one ever and I truly enjoyed the...

Shouq, from Saudi Arabia

“I came to PELS because I needed to improve my English in order to get a high score in the IELTS exam. I met lovely people from different countries who helped me to practise my speaking skills. I found the lessons very useful for the IELTS exam preparation. I learnt a lot about the exam structures and strategies to improve...

Cristina, 34 y.o. from Spain