Learning English in the UK is an exciting opportunity to improve your English, experience life in the UK and meet people from around the world. English UK member centres provide support before you arrive and throughout your studies.
In addition, students at English UK member centres have access to English UK’s independent complaints process and Student Emergency Support (SES) scheme.
Support before you arrive
Before you travel, your language centre will help you prepare for your course and understand what to expect when you arrive in the UK.
Depending on your provider, you may receive:
- contact details for key members of staff
- pre-arrival information and guidance
- information about travelling to the UK
- advice on accommodation options
- airport transfer information
- guidance on what to bring and how to prepare for your stay
Support during your studies
Once you arrive, your language centre will help you settle in and make the most of your time in the UK.
Support may include:
- welcome and orientation programmes
- academic guidance and progress reviews
- help understanding local services and transport
- social activities and excursions
- advice on practical day-to-day matters
- information about support services available at the centre
Your language centre should be your first point of contact if you have questions or need support during your stay.
Student complaints
If you’re unhappy with any aspect of your experience, there are clear procedures in place to help resolve concerns fairly and promptly.
Step 1: Speak to your language centre
If you have concerns about your course, accommodation or another aspect of your experience, speak to your language centre first.
Information about the centre’s complaints procedure can usually be found in your student handbook or from centre staff.
Most issues can be resolved at this stage.
Step 2: Contact English UK
If you are studying at an English UK member centre and remain dissatisfied after following the centre’s complaints procedure, you can contact English UK for support.
English UK will work with you and the centre to try to resolve the issue.
Step 3: Independent ombudsman review
If a complaint cannot be resolved, it may be referred to an independent ombudsman.
The ombudsman’s decision is binding on English UK member centres.
Emergency support
Student Emergency Support (SES)
English UK’s Student Emergency Support (SES) scheme may be able to help if an accredited English language centre closes unexpectedly.
Its aim is to reduce disruption and help students continue their studies where possible.
What support is available?
Support may include:
- arranging a course at another accredited language centre
- helping minimise disruption to your studies
- temporary accommodation support in some circumstances
Who may be eligible?
You may be eligible if:
- you paid in full for your course
- your course had already started, or was due to start, before the centre closed
- your centre is an English UK member centre or is accredited by Accreditation UK
Where possible, students will be offered a place at another accredited language centre. The replacement course will be similar to the original, although it may not be exactly the same.
The scheme cannot provide refunds for course fees.
Emergency accommodation
Students who booked accommodation may be eligible for temporary accommodation support in an emergency while alternative arrangements are made.
This support is discretionary and not guaranteed. Eligibility for support is assessed on an individual basis.
Students under 18 will be provided with safe accommodation while alternative arrangements are being made.
How to apply
English UK will normally contact you by email or telephone. If you have not heard from us, please contact us as soon as possible.
We will usually ask you to provide:
- your course confirmation letter
- your booking details
- information about your planned or current course
Need help?
If you need help before or during your studies, your language centre should be your first point of contact.
If an issue cannot be resolved, further support may be available through English UK’s complaints procedure or the Student Emergency Support (SES) scheme.
Related information
For information about wellbeing, safeguarding and support for students under 18, visit our student welfare and safeguarding page.
FAQs
How can my language centre support me?
Your language centre should be your first point of contact if you need help before or during your course. Centres can provide guidance on practical matters such as accommodation, travel, local services, academic progress and settling into life in the UK.
What happens if my language centre closes unexpectedly?
Students at English UK member centres may be eligible for support through the Student Emergency Support (SES) scheme. Where possible, the scheme helps students continue their studies at another accredited language centre and may provide temporary accommodation support in some circumstances.