1. Definition of a Formal Complaint

A formal complaint is any written concern or grievance submitted by a student to the institution regarding institutional policies, instruction, administration, or other school-related matters that has not been resolved informally and requires documented investigation and response by the institution.

2. Complaint Procedures

Students are encouraged to first address any concerns or issues informally with their instructor or the owner/director. If the issue is not resolved informally, students may file a formal complaint.

To file a formal complaint, students must complete the Student Complaint Form, providing a clear and detailed description of the issue, including relevant dates, people involved, and any previous efforts made to resolve the matter. The completed form must be submitted directly to the owner/director.

The owner/director will acknowledge receipt of the complaint within three (3) business days and conduct a review within ten (10) business days. A written response, including a decision and any follow-up actions, will be provided to the student within fifteen (15) business days of submission.

3. Record-Keeping and Confidentiality

All formal complaints and their resolutions are recorded and stored securely in a confidential file. The institution ensures that all complaint processes are handled with strict confidentiality, and only individuals directly involved in the review process will have access to the complaint documentation.

4. Non-Retaliation Statement

English Language Academy strictly prohibits retaliation against any student who submits a complaint in good faith. Students will not be subject to any adverse action as a result of filing a complaint.

5. Staff Training

All instructors and administrators receive training on how to handle student complaints and are required to follow these procedures.