complaints 250

Monday, October 23, 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

“I wanted to speak English and I thought that Portsmouth English Language School could help me to do it. As I expected, the school was great and staff were very helpful. We visited lots of places in Portsmouth city and I enjoyed a lot. I think that I will go back to PELS next year. Thank you for everything.” Kristina, 15 y.o from...

Kristina, 15 y.o. from Belarus

“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

“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

“The atmosphere at Portsmouth English Language School is very pleasant. My teacher Claire is very experienced. I like her because she always smiles and tries to help us in a different way. The members of the staff are very helpful and friendly as well. If you come to PELS you will feel at home because it is similar to a...

Desiree, 24 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 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 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

“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 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 had very useful lessons. The teachers try to push you to the next level.I also enjoyed the activities organised by the school which helped me to improve my English language at the same time.” Khalaf, 18 y.o. from Kuwait, B2/C1

Khalaf, 18 y.o. from Kuwait

“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