complaints 250

Monday, August 20, 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 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

 “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

“Coming to PELS was a good experience to meet new people from all over the world and to improve my English. It also helped me to socialize more and discover other lifestyles. Yes, it was a great experience.” Zaineb, 16 y.o. from Tunisia, A2

Zaineb, 16 y.o. from Tunisia

“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 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 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

“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

“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

“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 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

“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