Complaints Policy & Procedure

English in Action is committed to providing a high quality service to everyone we deal with.  Whist we love to receive great feedback, we also rely on you to tell us if we get things wrong or provide a service which is in any way unsatisfactory.  You can detail any complaint on your course feedback form, contact us directly by phone (+44 1227 818250) or email (  Any complaint or expression of dissatisfaction will be treated with the utmost seriousness.

We undertake to:


  • Acknowledge promptly any complaint
  • Listen to what you have to say and investigate the circumstances of the complaint
  • Following the investigation, provide a written response, detailing any action we plan to take
  • Learn from what you say so that we can continuously improve our service


As a member of EAQUALS we are also bound by the EAQUALS charters, available to view at  If you believe we are in breach of a charter you may make a complaint to the EAQUALS Secretariat by emailing The EAQUALS complaints procedure is backed up by the EAQUALS Ombudsman, an independent arbitrator, who as a last resort can be called on to decide on the basis of the evidence provided whether a complaint should be upheld or not, and if it is how it should be resolved.