complaints 250

Friday, January 19, 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 wanted to speak more in English. I joined afternoon activities and they were very good. I met some new friends from Spain, Bulgaria, Italy and Oman. I think I can speak more fluently now. It is really great to study at PELS.” Clarice, 15 y.o from Hong Kong, B2 “Lessons are absolutely beneficial and delivered by...

Clarice, 15 y.o. from Hong Kong

“My teacher Claire is really friendly and it is easy to talk with her. She enjoys talking about everything and she is very flexible with her lessons. I really enjoyed the subjects and the course in general” Noemie, 20 y.o. from France, C1

Noemie, 20 y.o. from France

“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

“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 because I wanted to improve my English. It has improved thanks to my teachers. Now my vocabulary is better and I can speak with other classmates. I had a nice trip to London which I enjoyed very much. My life in the host family was good because I was independent and they were very kind and...

Samantha, 23 y.o. from Italy

“I came to PELS because my brother had studied at the school before. I learnt a lot of grammar and vocabulary. My teacher was excellent and he helped me a lot. I like Portsmouth a lot and I think it is a good city to live and study in.” Rayan, 17 y.o from Saudi Arabia, A1+ “Lessons are absolutely beneficial and delivered...

Rayan, 17 y.o. from Saudi Arabia

 “I came to PELS to improve my English and I can now talk in English more easily. Asa is the best teacher. I like my host family. The City of Portsmouth is very nice and I want to come back.” Alexandros, 17 y.o. from Greece, A2

Alexandros, 17 y.o. from Greece

“I came to PELS because of the female classe and [because I wanted] to learn English grammer and culture. I met people who became some of my best friends. My English has improved so now I can communicate better. ” Amal, 34 y.o from Saudi Arabia, A2

Amal, 34 y.o. from Saudi Arabia

“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 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

“I came to PELS because a friend told me she had been here to learn English. At the beginning I didn't speak English very well but thanks to PELS I really improved it and now I can speak it better. I loved Portsmouth and Southsea. Being an Aupair I stayed in host family in Southsea and I looked after two...

Andrea, 24 y.o. from Spain