Complaints Policy
The TEFL Society complaints policy outlines what we consider a complaint as well as the procedure that will be carried out regarding your complaints and how to make a complaint.
- What is a complaint?
1.1 A complaint may be generally recognised as ‘an expression or statement of dissatisfaction however made, about actions taken or a lack of action’.
1.2. Complaints regarding the TEFL Society or courses can be made by participants, their parents or legal guardians, staff, universities and schools/camps – third parties the TEFL Society partners up with.
- Informal Complaint Procedure
2.1 Where possible, concerns should first be raised informally with the relevant staff member or department. Many issues can be resolved quickly through clarification or prompt action.
2.2 TEFL Society focuses on a proactive approach to complaints. We ask participants to make complaints at the earliest possible opportunity, allowing for more options for a resolution
2.3 TEFL Society asks the complainant at the earliest stage what they think might resolve the issue, an acknowledgement of how we could have handled the situation better is not the same as an admission of unlawful or negligent action
2.4 Complaints will be resolved as quickly and efficiently as possible
2.5 In the event of an informal complaint we will look to resolve it as quickly as possible, right there and then. Offering advice, a quick clarification or a prompt action.
2.6 TEFL Society recommends that complainants and TEFL Society attempt informal resolution before making a formal complaint, if it’s appropriate to do so.
- Formal Complaint
3.1 TEFL Society will not overlook any new aspects to the complaint that people may not have previously considered. TEFL Society will need to ensure these are investigated and dealt with to the full extent of the complaints procedure.
3.2 TEFL Society will acknowledge and give a timescale of the complaint resolution within two weeks of the complaint being received.
3.3 TEFL Society will aim to rectify all complaints within a timely fashion of the official complaint being received. Additional time may be required in exceptional circumstances.
3.4 After dealing with a complaint Gotoco will be in touch with the complainant to make sure all sides are informed about all aspects of dealing with the complaint and solving any issues.
3.5 If required the formal complaint will be escalated to the awarding body
3.5 Complaints are to be investigated by the course leader
- Making a formal complaint
4.1 To make a formal complaint please fill in the TEFL Society’s formal complaint form
This policy will be reviewed annually. Last reviewed 30/04/26
All reference to TEFL Society refers to Gotoco trading as TEFL Society
