This procedure applies to complaints from students, parents, Group Leaders and agents about PLUS programmes and services. Problems must be reported to the Campus Manager during the participant’s stay, as soon as they arise. Any unresolved complaint and any intention to claim compensation must be notified to PLUS in writing within 28 calendar days after the participant’s departure or scheduled departure date if the participant did not attend. Compensation claims first notified after this deadline will not normally be considered, unless there was a good reason for the delay.
Step 1) Report the problem during the stay
If you are dissatisfied with any aspect of the service at a PLUS Centre, report the issue to the Campus Manager as soon as possible. PLUS must be given a reasonable opportunity to investigate and put the problem right while the participant is still at the centre.
Parents and agents who are not on site must ensure that the issue is reported to the Campus Manager during the participant’s stay, directly or through the Group Leader.
If the complaint concerns the Campus Manager, or reporting to them is not reasonably possible, contact PLUS Head Office directly under Step 2.
For complaints about pre-arrival arrangements, proceed directly to Step 2. After departure, use Step 2 to notify any unresolved complaint or any problem that only became apparent after the stay.
Delayed reporting
Where delayed reporting has prevented a remedy or caused avoidable loss, PLUS may reduce or decline a compensation request, but only to the extent that the loss could reasonably have been avoided by prompt reporting.
If you could not reasonably meet the 28-day notification deadline, contact PLUS as soon as reasonably possible and explain the delay. PLUS will consider the circumstances and the effect of the delay on its ability to investigate.
The notification deadline does not require an investigation or appeal to be completed within 28 days. A complaint and any intention to claim compensation already notified in writing do not need to be resubmitted.
This procedure and its reporting deadlines do not restrict statutory rights or any right to use an external complaints process.
Step 2) Submit a written complaint to Head Office
If the issue remains unresolved after two working days, or if Step 1 does not apply, email plus@plus-ed.com and address your complaint to the Managing Director. Use the subject line “Complaint – [booking reference]”.
Include the following information:
- Booking reference and PLUS Centre
- Full name of the person making the complaint and the participant or participants affected
- Participant’s arrival and departure dates
- Description of the complaint, including relevant dates and any supporting evidence
- Date the problem was first reported and the name of the Campus Manager; if it was not reported on site, explain why
- Action already taken and any response received
- The resolution requested, including any intention to claim compensation
The same information is required for complaints from parents or agents. For a group complaint, identify the participants affected.
Response times
You can expect an initial response within two working days. If further investigation is needed, PLUS will explain the next steps and give an expected response date.
Complaints investigated after departure may take several weeks, as information may need to be collected from the centre and Head Office. Do not delay written notification while waiting for a resolution.
Step 3) Request a review by the Chief Executive
If you remain dissatisfied with the response under Step 2, submit a written request for review to the Chief Executive. Include your original complaint, the response received, the reasons you remain dissatisfied and the outcome you are seeking.
Email plus@plus-ed.com, marked “For the attention of the Chief Executive”, or write to:
The Chief Executive
PLUS
8 Celbridge Mews
London
W2 6EU
Step 4) Refer the complaint to English UK
If you are dissatisfied with PLUS’s final response, you may refer an eligible complaint about an accredited English language course to English UK after completing the internal complaints procedure.
Write in English to complaints@englishuk.com. Individual complaints should normally be submitted by the student or a family member.
Agents may submit complaints about a group’s experience where they have written permission from the affected students or their parents. English UK may require individual complaints instead.
English UK will seek to resolve the complaint with you and the centre. If the matter remains unresolved, it can refer the complaint to an independent ombudsman, whose decision is binding on the member centre.
English UK’s own eligibility requirements and time limits apply.
Expulsion appeals
In the case of expulsion, the booking agent may submit a written appeal on behalf of the student or parent to the Chief Executive using the contact details in Step 3. The appeal will be considered only after the student has been removed from the centre and does not delay the requirement to leave.
United Kingdom
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