complaints 250

Wednesday, April 25, 2018
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 first studied at PELS 2 years ago and decided to come back this year. My English has improved. The teachers were very supportive and now I can now speak in front of people. My host family was very- very- great.” Turki, 19 y.o from Saudi Arabia, B1 “Lessons are absolutely beneficial and delivered by professional teachers. My host family was the...

Turki, 19 y.o. from Saudi Arabia

“I came to PELS because I like the UK.  I’m bad at English but day by day, I feel improvements. People at PELS are sociable and the teachers are excellent. My life with my host family is good. The City of Portsmouth and the UK are beautiful and fun.” Khaled, 19 y.o from Tunisia, A1 “Lessons are absolutely beneficial and delivered by...

Khaled, 19 y.o. from Tunisia

“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

“I came to PELS to learn English grammar and culture. I met a lot of people from different countries and made new friends whom I will miss when I come back home to Saudi Arabia. I will come back to PELS next year.” Mana, 18 y.o from Saudi Arabia, B1 “Lessons are absolutely beneficial and delivered by professional teachers. My host family...

Mana, 18 y.o.from Saudi Arabia

“Lessons are absolutely beneficial and delivered by professional teachers. My host family was the greatest one ever and I truly enjoyed the trips organised by the school. I would highly recommend PELS to everyone who wants to study English in the UK” Erme, 23 y.o from Turkey “Lessons are absolutely beneficial and delivered by professional teachers. My host family was the greatest...

Erme, 23 y.o. from Turkey

“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 came to PELS to study English. People are polite and the lessons are good. Everything is nice and good. I wish to come back next year.” Shatha, 16 y.o from Saudi Arabia,   

Shatha, 16 y.o. from Saudi Arabia

 “I came to PELS to improve my English. I chose it because it looked nice and it was next to my place. In PELS, I did morning courses with Marc and IELTS courses with Betty, Claire or Laura. My English improved a lot and I met a lot of people in this school. I went to different activities such as...

Erell, 24 y.o. from France

“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

“Portsmouth is a very beautiful city. I came here with a group of Tunisian students and we stayed in a residential accommodation where I met lots of students from many countries. I talked a lot in English both in class and with my new friends. I loved the Saturday excursion to London.” Zohra, 17 y.o from Tunisia, B1

Zohra, 17 y.o. from Tunisia

“I came to PELS because it was near my Host family and because it's a good English School. This experience was good for me. Portsmouth is very nice. I like the UK so much.” Alessandra, 50 y.o from Italy, A2  

Alessandra, 50 y.o. from Italy

“I came to PELS because I won a scholarship and I wanted to improve my English. In class, we did games and a lot of very helpful activities. At PELS, there were people from around the world so it was easy to learn to communicate in English with everybody. The City of Portsmouth and the UK are so beautiful. I’ll...

Roberta, 22 y.o. from Italy