Complaints policy

1. At Lexis School of English, we are committed to providing a high-quality learning environment and excellent customer service. We welcome feedback and take all complaints seriously, as they help us improve our services.

   Raising a Concern

   If you have a question, concern or complaint, please tell us as soon as possible so that we have the opportunity to resolve the matter promptly and fairly.

   Complaints should normally be raised in the following way:

2. Academic matters (including classes, teaching, assessments or other students): speak to the Director of Studies.
3. Staff-related matters (relating to non-academic staff): speak to one of the School Directors.
4. Accommodation, facilities or other school services: speak to the Director of Studies, who will either deal with the matter directly or refer it to the appropriate member of staff.

5. Where possible, concerns will be resolved informally. If this is not possible, the complaint will be dealt with through our formal complaints procedure.

   Timing

   Complaints should be raised as soon as possible after the issue occurs. This allows us to investigate the matter effectively and seek an appropriate resolution. Complaints submitted a significant time after the event may be more difficult to investigate.

   Further Information

   Our full Complaints Procedure, including details of the formal complaints process and the right to appeal, is available in the Student Handbook or can be requested from the school office.

   If you are unable to raise your concern in person, please contact us by email at info@lexislondon.com.

   Our Complaints Process

   We aim to:

6. acknowledge complaints promptly;
7. investigate them fairly and impartially;
8. keep you informed where appropriate; and
9. provide a clear response as quickly as reasonably possible.