Complaints Policy

If you have a problem, however small, with any of our services, please contact us immediately so that we can resolve the matter as quickly as possible.

We promise that we will:

  1. Listen to what you have to say carefully
  2. Take what you say seriously
  3. Do whatever we can to improve the situation

Please contact the Account Manager who is responsible for your course in the first instance. Our Account Managers are specifically trained to deal with a range of common course issues and will be happy to help resolve whatever issue you may have.

If your Account Manager cannot resolve your problem or you would like to escalate your complaint, please follow the steps below.

Please note that:

  • We will keep a record of all complaints
  • You are welcome to bring a colleague or person to a meeting for support or translation purposes

Step 1 (Informal Complaint)

Please contact our Director of Studies, Alexa Randell, who will respond to you within two days of receiving your complaint. | +44 207 739 4411

Step 2 (Formal Complaint)

If you are not happy with our response in Step 1, please put your complaint in writing to the CEO or arrange a meeting with him. We will respond within 5 working days.

Simon Thorley, CEO, InTuition Languages Ltd, Business Central, 2 Union Square, Central Park, Darlington, DL1 1GL, UK | +44 207 739 4411


Step 3 (Complaint to External Oversight Organisation)

If you are not happy with the response from the Director you may contact our organisation of affiliation:

International House World Organisation

IHWO Administrative Coordinator, Unity Wharf,13 Mill St, London, SE1 2BH, UK