English UK operates a complaints procedure for students who have a grievance against a member organisation concerning its accredited activities.
Complaints against members are few and far between. However they will be handled thoroughly, promptly and impartially. Complaints are initially handled on a confidential basis by the Chief Executive or the Membership Manager and then, if necessary, referred to our independent Ombudsman. An Ombudsman ruling is binding on member centres.
Higher education and further education institutions have separate complaints procedures leading to independent review.
Members are required to make students aware of both their internal and external complaints procedures. As a minimum requirement, information about the procedures should be included in brochures, on websites and on posters displayed in student common and reception areas. We suggest using the following wording:
'English UK is the world's leading language teaching association and your guarantee of high quality and good service. Students can appeal to English UK if they are dissatisfied with the way a centre deals with a complaint. See our information for students for more details.'
An information sheet on the complaints procedure and an A3 poster are available to members. Email info@englishuk.com if you would like a copy of the poster.
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