Complaints Procedure If you have a problem with any of our services, please let a member of staff know so we can resolve the matter as quickly as possible. If we cannot resolve your problem or you would like to make a complaint, please follow the steps below. Please note: We will keep a record of all complaints. You are welcome to bring a colleague or person to a meeting for support or translation purposes. Step 1 (Informal Complaint) Please arrange to meet or write to the relevant person in connection with your problem; the key contact details are listed below. We will respond or meet with you as soon as we can within 2 working days. Area of Concern Person Contact Details Lijana Maksvytyte Accommodation Accommodation Assistant Johan Malstrom Student Services Student Services James Latimer Social Programme Social Programme Teaching Claire Wijayatilake (General English) Director of English Teaching Lara Panzini (Modern Languages) Head of Modern Languages Teaching Charlotte Thompson (Training) Director of Training Training Maurice Cassidy (Executive Centre) Executive Centre Manager Any personal or any Maristela Brambilla harassment issues Welfare Officer Any other issue Emma Buckby (not covered above) Director, Sales and Marketing Step 2 (Formal Complaint) If you are not happy with the response in Step 1, you can put your complaint in writing to the Head of Service Quality (address below) or arrange a meeting with him through Student Services on the ground floor. We will respond within 5 working days. Please note that formal complaints need to be made within 4 weeks of any event and within 2 weeks following completion of a course. Complaints made outside this period may not be considered.
Complaints Procedure If you have a problem with any of our services, please let a member of staff know so we can resolve the matter as quickly as possible. If we cannot resolve your problem or you would like to make a complaint, please follow the steps below. Please note: We will keep a record of all complaints. You are welcome to bring a colleague or person to a meeting for support or translation purposes. Step 1 (Informal Complaint) Please arrange to meet or write to the relevant person in connection with your problem; the key contact details are listed below. We will respond or meet with you as soon as we can within 2 working days. Area of Concern Person Contact Details Accommodation Lijana Maksvytyte Accommodation Assistant Student Services Johan Malstrom Student Services Social Programme James Latimer Social Programme Teaching (General English) Claire Wijayatilake Director of English Teaching (Modern Languages) Lara Panzini Head of Modern Languages Teaching (Training) Charlotte Thompson Director of Training Training (Executive Centre) Maurice Cassidy Executive Centre Manager Any personal or any harassment issues Maristela Brambilla Welfare Officer Any other issue (not covered above) Emma Buckby Director, Sales and Marketing Step 2 (Formal Complaint) If you are not happy with the response in Step 1, you can put your complaint in writing to the Head of Service Quality (address below) or arrange a meeting with him through Student Services on the ground floor. We will respond within 5 working days. Please note that formal complaints need to be made within 4 weeks of any event and within 2 weeks following completion of a course. Complaints made outside this period may not be considered.