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

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

In the end, I wanna say I like LAL and it has given me a wonderful experience

LAL London is an informative place where everything is awesome. I have learnt a lot here. I met Dan, who is my teacher. He is very professional. He’s like an actor, a good performer. I can always concentrate with him. Sometimes I think I might get distracted from my studies but he helps me focus every time. In the end, I wanna say I like LAL and it has given me a wonderful experience.

Gina
LAL London

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 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 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

Accreditations and memberships

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We are happy to announce LAL Cape Town has now reopened and LAL Torbay will be welcoming students in April 2021!

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

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