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 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 am very happy with all the services provided for the school

I am very happy with all the services provided for the school. They have a well prepared staff with excellent strategies to teach and make you feel the best experience learning the new language. they provide comfortable facilities with all the materials needed.

Manuela
LAL Torbay

I think I am able to have a chat with a native speaker without problems

It is absolutely interesting to meet classmates from other countries, with different cultures and, of course, different thoughts and beliefs. In addition to this, I feel very proud of myself in terms of progress because at this moment, I think that I am able to have a chat with a native speaker without problems. This shows the good education that I have been receiving.
Juan

I’m very grateful for everything here.

I’m very glad of this school and I love this city. First day, I met many new people who are very friendly. I have only one teacher, but in the corridor, I met many other teachers who talked with me and it was nice. My teacher Heilen is very good teacher.

Every time she helps us with everything. My classmates are friendly and with a positive mood. Every other people in LAL are very kind and I’m very grateful for everything here.

Michaela Svobodova

The teachers in LAL teach well and they are so cool…

I want to improve my English that’s why I’ve been staying for one month at LAL. It was a good experience because I met people from different countries, new friends and I can practice English everyday.

Capetown is a lovely place, I really enjoy it.  The teachers in LAL teach well and they are so cool. The staff in the school is also sociable. Concerning my accommodation, I like it, my room is clean and has enough space even I shared it.

Herinianina Randriamampianina
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

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We are planning to welcome students back to LAL London and LAL Cape Town from October 2020!

The wait is finally coming to an end! From October 2020 our schools in Cape Town and London will, again, open their doors to our students. 

With all safety measures in place, we can’t wait to have you back.

Discover all the courses available at our schools browsing our website, or choose from our range of online courses instead.

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