complaints 250

Thursday, April 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 arrived in the UK with no idea of English and with the only aim to learn it, so I joined PELS. Thanks to PELS, I met amazing people from different parts of the world. The PELS team helped me to improve my English to the point that I am now able to speak fluent English. I passed my IELTS...

Pol, 21 y.o. from Spain

“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 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 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

“I came to PELS to improve my English. In class, we did grammar, played some games and we spoke. I met some new friends here. I lived with my cousins and aunt and uncle.” Beatrice, 17 y.o. from Italy, B1

Beatrice, 17 y.o. from Italy

“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

“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 improve my English. Here I met students from different countries. Now I can speak English easily thanks to the Speaking Session during the lessons. The host family is kind and they are always ready to help me. I really enjoyed in Portsmouth.”  Meyrem, 26 y.o from tunisia

Meryem, 26 y.o. from Tunisia

“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 to improve my English. I chose it because it looked nice and it was next to my place. In PELS, I did morning courses with Marc and IELTS courses with Betty, Claire or Laura. My English improved a lot and I met a lot of people in this school. I went to different activities such as...

Erell, 24 y.o. from France

“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 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