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Supporting students and protecting standards

English UK is committed to helping member centres provide high-quality support for students throughout their time in the UK. In the rare event that things go wrong, we operate systems designed to protect students, support member centres and maintain confidence in accredited UK English language teaching.

This page brings together information about the Student Emergency Support (SES) scheme and English UK’s student complaints procedure.

Student Emergency Support (SES)

The Student Emergency Support (SES) scheme exists to help minimise disruption to students if a British Council-accredited English language centre closes unexpectedly. English UK is responsible for the scheme on behalf of Accreditation UK.

Although centre closures are rare, the SES scheme aims to ensure that students can continue their studies and complete their course with as little disruption as possible.English UK staff works with other British Council-accredited centres to arrange course placements. In some circumstances, the scheme offers short-term emergency accommodation support.

Support for current students

Students may be eligible for support if:

  • the British Council-accredited centre has closed unexpectedly, and
  • they have paid in full for an English language course, and
  • their course had already started, or was due to start within two weeks of the date of closure

Students who are eligible, will receive a new course that is:

  • free of charge for the number of weeks left on their booking
  • as similar as possible to their original course

Students are informed that the replacement course may not be identical to their original programme and that only one suitable alternative may be offered. If a student decides not to accept the alternative offered, the SES scheme cannot normally provide further assistance.

Emergency accommodation support

Students who booked accommodation through a language centre that has closed may be eligible for emergency accommodation support. The scheme may contribute towards accommodation costs for up to two weeks while alternative arrangements are made. Junior students will be housed safely during this period while suitable arrangements are put in place.

Support for future students

Students who paid in full for a course that was due to start after the date of closure may also be eligible for assistance. The scheme will make reasonable efforts to identify an alternative British Council-accredited centre at no extra cost. The scheme does not require British Council-accredited centres to offer a free place.

How the is scheme funded

All British Council-accredited ELT centres are part of the SES scheme.

English UK members contribute to the scheme through membership fees, making SES one of the benefits of membership. Accreditation UK centres which are not English UK members pay an annual contribution scaled according to their size. 

SES scheme costs include English UK staffing resources, as well as emergency accommodation if required. 

Important information

The SES scheme aims to help students continue their studies rather than provide financial compensation. The scheme does refund any fees paid to the centre.

Student complaints procedure

English UK is committed to ensuring that complaints from students are handled fairly, promptly and impartially. All English UK member centres are required to maintain a formal complaints procedure that is clearly explained to students and easy to access. Information about each centre’s complaints process should be available in student handbooks, on websites and in other student-facing materials.

The steps below outline the complaints procedure for private sector members.

Step 1: The centre’s internal complaints procedure

Students should always begin by raising their concerns directly with their study centre. Most issues can be resolved quickly by discussing the matter with the appropriate member of staff, such as:

  • a Director of Studies for academic concerns
  • a Welfare Officer for welfare or accommodation issues
  • another appropriate senior member of staff.

Centres should actively encourage students to use their internal procedures and make clear who students should contact if they have concerns.

Step 2: English UK mediation

If a student remains dissatisfied after exhausting the centre’s internal complaints process, they may refer the complaint to English UK. Complaints must normally be made in writing and within six months of the start of the course or the event giving rise to the complaint.

English UK will review the information provided and attempt to resolve the matter through discussion and mediation between the student and the member centre. Most complaints are resolved at this stage.

English UK can only accept complaints relating to activities covered by a centre’s accreditation, such as English language courses and associated services.

Step 3: Independent Ombudsman review

Where mediation does not resolve the issue, the complaint may be referred to the English UK independent Ombudsman. The Ombudsman is completely independent and reviews complaints impartially, considering evidence provided by both the student and the member centre.

The Ombudsman may review:

  • correspondence between the student and the centre
  • contracts and booking documentation
  • policies and procedures
  • course information and promotional materials
  • any other relevant evidence.

The Ombudsman may also request further information from either party before reaching a decision. Member centres are required under the English UK Rulebook to cooperate with the Ombudsman’s investigation and respond to requests for information within the specified timescales.

The Ombudsman’s decision

The Ombudsman issues a reasoned decision based on the evidence presented and the balance of probabilities in the case. The ruling is binding on English UK member centres and, under the Rulebook, centres must comply with any decision where a complaint is upheld.

The Ombudsman’s decision represents the final stage of the English UK complaints process and there is no further right of appeal within the scheme.

In addition to handling complaints, the Ombudsman produces an annual report summarising complaint themes and outcomes. This helps English UK identify trends, share learning and support continuous improvement across the sector.

An information sheet on the complaints procedure and an A2 poster are available to members. Contact English UK to request copies of the poster.

Complaints procedure: state sector member centres

As with students at privately-owned centres, students should start with the centre’s internal complaints process. If the problem is not resolved, and the complaint is about an English language course, the student should contact English UK.

Where the complaint relates to other issues, students can approach either the Education and Skills Funding Agency or the Office of the Independent Adjudicator for student complaints.