complaints 250

Thursday, August 17, 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

“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

“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 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

“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 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 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 agent recommended Portsmouth English Language School where I studied for 6 weeks. I met lots of friends and had a nice coffee with my teachers. My homestay family was great. I loved my stay in Portsmouth and want to come back next year.” Asami, 31 y.o from Japan, B1

Asami, 31 y.o. from Japan

“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 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

“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 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