Complaints procedure

We aim to provide our service to a standard that is acceptable to all students. If we fail to do this, we want to know about it. This will enable us to deal with specific problems and to stop them from happening again. Our main goal is to respond quickly and effectively to any student dissatisfaction as it arises. If you are not satisfied with our service, please talk to one of us immediately.

If you have a complaint about one of the following, initially speak to or contact Andrew (andrew@lexicallab.com)

· Bookings and Finance

· Pre-course information and visa

· Accommodation support and booking

· Venue and teaching room


If you have a complaint about any of the following, initially speak to or contact Hugh (hugh@lexicallab.com)

· Teaching

· Changing class

· Social programme

· Course Feedback and evaluation


We shall try to solve problems quickly and informally. However, if informal discussions do not solve the problem and you want to register a formal complaint, the process is as follows:

1. Make the complaint to Hugh or Andrew (the person who did NOT previously deal with your complaint) in writing or orally.

2. We will keep a record of the conversation / email and the new person will attempt to resolve the matter either by speaking to you or by letter / email within twenty-four hours.

3. All complaints will be recorded and kept on file. All complaints are entirely confidential.

4. If you are still not satisfied, you can contact our accreditors BAC (http://www.the-bac.org/).

Please note that all complaints need to be made within four weeks of any event and within two weeks of the completion of your course. Complaints made outside of this period will not be considered.