Ingla’s Complaints and Appeals procedures
At Ingla we work to make sure that you get the level of service that you need and deserve. However, there may be times when you are not completely happy with the service you are receiving. If you have any complaints about Ingla or the services Ingla gives you, please talk to a member of the Ingla Team as soon as possible so that we can fix the problem quickly and effectively. To identify the right person, please look at the “Who to talk to” section on this part of the website.
Step 1 (Making an Informal Complaint)
If you are concerned about any area during your time at Ingla, you need to refer to the “Who to talk to” section of the Ingla Guide. Every member of the Ingla Team is available for you to talk to, but different members of the team have different responsibilities and it would be helpful if students directed their complaint to the correct person. Ingla promises that we will get back to you as soon as possible (within 3 working days) with a response to your questions and any concerns you have raised. If you are unhappy, we will try to find a solution to your problem. If we cannot resolve your problem or you would like to make a formal complaint, please follow the steps below. Also, please note Ingla will keep a record of all complaints and students are welcome to bring someone from outside of school (colleague, friend, family member) to any meetings after that for advice, support or translation.
Step 2 (Making a Formal Complaint)
If you are not happy with Ingla’s response from Step 1, please put your complaint in writing to: The Principal, Ingla School of English, 1 Wellington Terrace, London, N8 0PX or in an email to: firstname.lastname@example.org
Step 3 (Making a Formal Complaint to an external body)
If you are still not happy with the resolution of your complaint, you can send a formal complaint to the British Council. You can either send an email to email@example.com or send a letter to:
Customer Services, Accreditation Unit, Bridgewater House, 58 Whitworth Street, Manchester M1 6BB