Customer Satisfaction Policy

At LAL we want to achieve complete customer satisfaction. However, as with most things in life, unforeseen problems can occur.

Making a complaint to LAL

If you have a complaint either with the school in general or with a service we provide, we would like to know about it. We will always treat your complaint seriously.

This is what you should do:

  1. Tell us your complaint
    Go to reception and explain that you have a complaint. The receptionist will ask you for your full name, and the main details of the issue.
  2. We will answer as quickly as we can
    We aim to answer you quickly and may be able to deal with the issue immediately. If we cannot do this, we will normally arrange a time and a place on the same day to listen and attempt to resolve the problem.
  3. You can ask someone to help you
    If your English level is not high, try to get help from someone who can speak for you.
  4. Please give us time to investigate
    Please give us time to investigate your complaint. We will always try to give you our response within 24 hours.
  5. If you are unhappy with our response, we will involve a senior member of staff
    If you are not happy with our response, please let us know and your problem will be discussed with the General Manager.
  6. If you are still not happy, please contact your agent
    If you are still not happy, you should take the matter up with your agent.

Further Help

Please note that where you do not receive satisfaction from a school in England, you may also write to: English UK, 219 St John Street, London, EC1V 4LY

Testimonials

Discover our students' experiences in their own words

They did everything they could to look after me…

I’d like to take this time to say something about the time I spent in Cape Town, especially the accommodation. Even if my host family is away from here by walking, Ms Bev Lucraft and her mother are friendly and they did everything they could to look after me.  I recommend to the LAL to choose that host family to the others students because it is a good stay.

Teachers are good at English and they gave me all English I’m looking for and other facilities to succeed.  I’ll recommend other students to take part in LAL.

Bonaventure Ndayisenga
LAL Cape Town

They are very friendly and lovely, not just the students but the staff and teachers aswell

I have been here for almost six months and it was the best experience of my life, because I’ve met a lot of people and from different countries. They are very friendly and lovely, not just the students but the staff and teachers as well.

Greice
LAL Cape Town

I had Intensive English and it was four lovely weeks in LAL School

It could be in Portuguese, but I preferred to challenge myself and write my testimonial in English. I had Intensive English and it was four lovely weeks in LAL School. It was really good for me to interact with teachers and other schoolmates. My host mother, Bev and her mom were the best people that I met in Cape Town. I really felt at home. I will miss our conversation. Bev was a really mother for me . I have to say thanks for that.

Nalia
LAL Cape Town

I thank all the staff of LAL School for my language stay in Cape Town

I thank all the staff of LAL School for my language stay in Cape Town. Teachers are very good and school facilities such as internet connection, activities and the food are satisfactory.

Prisca
LAL Cape Town

I really improved my English and I met a lot of amazing people

Thank you for all. I really improved my English and I met a lot of amazing people. The room was perfect!

Marie
LAL Cape Town

I learned many cultures, to talk to many students from different nations, besides just studying English.

I enjoyed my stay, I learned many cultures, to talk to many students from different nations, besides just studying English. It’s a good experience.

Shinya
LAL Cape Town

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