Customer Charter

Customer Charter

We want you to get the most from your course at the English Today School of English. Please read the statement below which sets out the agreement between course attendees (both students and visiting teachers) and English Today to ensure that you get the best from your visit to Culford.

English Today will:

  • Provide an environment where you are respected and valued and can feel safe and secure
  • Provide suitably qualified, experienced, and supportive tutors
  • Provide extra help as far as is reasonably possible
  • Let you know about opportunities for involvement in activities related to your course
  • Provide opportunities for you to let us know what you think about the course
  • Take positive action to promote equality and diversity
  • Deal with any complaints efficiently and courteously.

If you have a complaint about your course or English Today, please contact: The Director, English Today, Eastfields House, Culford School, Bury St Edmunds, UK, IP28 6TX.

As an attendee of an English Today course you are politely requested to:

  • Attend punctually and regularly
  • Pay any required fees when asked to do so
  • Let English Today know of any unavoidable absences from the course
  • Let English Today know of anything, e.g. Health condition, which could affect your ability to participate in your course
  • At the point of booking, or contact prior to making a booking, let English Today know about any extra help you need to complete your course, and liaise with them about any issues you think might pose a problem.

When participating on English Today courses and activities, the following behaviour is expected of all English Today staff, visiting tutors, students and Culford support staff:

  • Act in a responsible way to safeguard your own health and safety and that of others (in line with the English Today Health and Safety Policy)
  • Respect the different backgrounds, experiences and lifestyles of others
  • Act in ways which do not discriminate against people of different backgrounds
  • Do not use language which could offend others (e.g. racist, sexist, homophobic, ageist, coarse or language offensive to people with a disability)
  • Comply with any other policies of English Today. These will be displayed on the school information board, if applicable.

If you feel you have been treated with a lack of respect, been harassed or discriminated against, contact either your course tutor or the Director of English Today. He/she will follow this up with you.