Complaints Procedure

West London Language aims to provide a safe and happy environment for all children who attend class and we hope you are always happy with the services we offer. Should a parent/carer have any concerns about the service West London Languages provides then we have in place the following complaints procedure:

Private lessons

  1. Parents/carers can discuss any initial concerns with the teacher after the class has finished.
  2. If a Parent/carer feels a more formal complaint is necessary then this concern can be made by email to info@westlondonlanguages.co.uk or phone call to Mercedes Mena on 07970100810.
  3. All complaints are considered serious, and a Complaints Record Form will be completed in every instance. Complaints may be made verbally or in writing.
  4. Every complaint will be investigated by Mercedes Mena, Director.
  5. A list of such complaints (Customer Complaints Log) will be kept for the previous three years.
  6. A summary of complaints made in relation to the requirements during the past 12 months and the actions taken consequently.
  7. The outcome of any written complaint will be retained for a period of three years from the date on which the complaint was made. All complaints should be reported by the Mercedes Mena, West London Languages Director.
  8. Complaints will be dealt with promptly. The complainant will be provided with an account of the findings of the complaint and any action taken as a result.
  9. A formal response, in writing, will be made for each complaint received within 14 days of initial receipt.

After School Club or School-based delivery

 

  1. Parents/carers can should raise all initial concerns directly with the school who manage the contract for service delivery. Mercedes Mena will work directly with the school following their procedures to investigate, take action and resolve complaints in accordance with the individual school procedures.
  2. If a Parent/carer feels a more direct complaint is necessary, then this concern can be made by email to info@westlondonlanguages.co.uk or phone call to Mercedes Mena on 07970100810.
  3. All complaints are considered serious, and a Complaints Record Form will be completed in every instance. Complaints may be made verbally or in writing.
  4. Every complaint will be investigated by Mercedes Mena, Director.
  5. A list of such complaints (Customer Complaints Log) will be kept for the previous three years.
  6. A summary of complaints made in relation to the requirements during the past 12 months and the action taken consequently.
  7. The outcome of any written complaint will be retained for a period of three years from the date on which the complaint was made. All complaints should be reported by the Mercedes Mena, West London Languages Director.
  8. Complaints will be dealt with promptly. The complainant will be provided with an account of the findings of the complaint and any action taken as a result.
  9. A formal response, in writing, will be made for each complaint received within 14 days of initial receipt.