Student Complaints

Purpose

This policy and the related procedures detail how a student can complain and how this complaint is dealt with by both staff and management.  This is to ensure that complaints about courses are treated fairly and transparently and students who complain receive help and information courteously, consistently and expeditiously.

Policy Statement

Liverpool School of English does its utmost to ensure that all students are completely happy with their course and that it meets expectations, as advertised and sold to them across all areas of the course.

Responsibilities

  • The Principal (or Centre Manager at summer school) is responsible for the management of this policy.
  • All members of staff are responsible for the effective operation and implementation of this policy and procedure.
  • All students are expected to comply with this procedure.

 Complaint

 A complaint is defined as any instance, be it written or verbal, in which a student implies that they are not happy with any area of the course.

Every student will receive information in their Student Handbook which explains how to complain and who to complain to.

Procedure

  • A member of staff receives a complaint from a student about any area of the course.
  • That member of staff discusses the complaint with the student.
  • If the member of staff has been able to resolve the issue and the student is happy at the end of the discussion the staff member should inform the relevant member of the Management Team and this should be logged on CLASS (or OneNote if at summer school).
  • If the student would like further action the matter should be referred to the DoS/Academic Manager.
  • If the student would still like further action they should be taken to see the
  • We aim to resolve the issue within 10 working days.
  • If the student is still not happy with the decision made by the Principal then the Principal will consider whether the school has met its obligations to this student and whether to discontinue the course for the student and offer some sort of remuneration.
  • If you feel that the school has not dealt with your problem effectively then you can report it to your agent, English UK or the British Council

Contact Details

English UK:  info@englishuk.com +44 20 7608 7960

British Council: Accreditation Unit, British Council, Bridgewater House, 58 Whitworth St, Manchester M1 6BB accreditation.unit@britishcouncil.org +44 161 957 7755

Bullying and Harassment

Purpose

This document outlines our policy on harassment and bullying. It defines harassment, sexual harassment and bullying and illustrates the types of behaviour that constitutes bullying, harassment and sexual harassment.  The document sets out the procedures to be followed in the investigation of a complaint.

Policy Statement

It is School’s policy that every employee has a right to carry out her or his duties free from any form of harassment, sexual harassment or bullying. Harassment, sexual harassment or bullying are totally unacceptable forms of behaviour, are in many instances illegal, in breach of civil service policy and will not be tolerated in the service. Liverpool School of English will ensure that all complaints of bullying, sexual harassment and harassment are investigated fully, fairly and transparently.

Responsibilities

  • The Principal (and the Centre Manager at summer school) are responsible for the management of this policy.
  • All members of staff and students are responsible for the effective operation and implementation of this policy and procedure.
  • All members of staff and students are expected to comply with this procedure.

What is bullying?

Bullying can be defined as offensive, abusive, intimidating, malicious or insulting behaviour, or abuse of power constructed by an individual or group against others, which makes the recipient feel upset, threatened, humiliated or vulnerable, which undermines their self-confidence and which may cause them to suffer stress.

Bullying is behaviour which is generally persistent, systematic and ongoing.

The following is a list of behaviour which might be characterised as bullying.

  • manipulation of the victim’s reputation by rumour, gossip, ridicule and/or innuendo;
  • preventing the victim from speaking by using aggressive and/or obscene language;
  • social exclusion or isolation;
  • intimidation;
  • manipulating the nature of the work or the ability of the victim to perform the work for example by withholding information or setting meaningless tasks;
  • physical abuse or threats of abuse;
  • aggressive behaviour or shouting, usually over quite unimportant matters;
  • swearing or other forms of demeaning name-calling;
  • insulting or unnecessarily commenting on the appearance of another person;
  • making an individual, his or her beliefs or opinions, the butt of jokes or uncomplimentary remarks which are likely to cause offence;
  • physically attacking, threatening to attack or acting in a menacing way towards another person;
  • deliberately ignoring or excluding an individual on a persistent basis;
  • unwarranted or disproportionate criticism unsupported by facts of an individual’s work performance

What is harassment?

Section 32 of the Employment Equality Act, 1998 defines harassment. Harassment is defined as any act or conduct including:-

  • spoken words
  • gestures
  • the production, display or circulation of written words, pictures or other material which is unwelcome and could reasonably be regarded as offensive, humiliating or intimidating. The Employment Equality Act, 1998 prohibits harassment by reference to particular characteristics flowing from difference in relation to marital status, family status, sexual orientation, religion, age, disability, race or membership of the Traveller community.
  • Harassment may be by a client, customer (including students) of an employer in addition to other staff members. It also provides that different treatment of a person in the workplace or in the course of employment, because of harassment constitutes discrimination.

What is sexual harassment?

Section 23 of the Employment Equality Act, 1998 defines sexual harassment.

  • Sexual harassment is defined as including all unwelcome and sexually, or otherwise on gender ground, offensive, humiliating or intimidating actions involving acts of physical intimacy, spoken words, gestures, or the production, display or circulation of written material or pictures, or requests for sexual favours.
  • Sexual harassment may be by a client, customer or business contact of an employer in addition to other staff members. The Employment Equality Act also provides that different treatment of a person in the workplace or in the course of employment, because of sexual harassment, whether in the workplace, in the course of employment or outside the workplace, constitutes discrimination on the gender ground.
  • It should be noted that for the purposes of the civil service procedures sexual harassment includes same sex sexual harassment. Same sex sexual harassment will, if proven, constitute a disciplinary offence.

Important Note Regarding Appropriate Monitoring of Performance

The monitoring, review, and evaluation of performance is an essential part of the management function. The Principal of Liverpool School of English is required to monitor effectively the performance of the staff. It is the duty of management to be open with staff about performance, attendance or general conduct. Effective management may require critical comments to individuals about issues relevant to their official duties. However, such criticism will not be personalized but directed against the conduct or performance of a member of staff. Bullying does not arise where critical comments are made in an honest and constructive manner, are backed up by clear facts, and are imparted in a reasonable way.

Procedure

A member of staff/student who considers that she or he is being harassed, sexually harassed or bullied should:

  1. Where possible, make it clear to the offending party that the behaviour is offensive; keep a record of each incident of harassment, sexual harassment or bullying as it occurs and request witnesses, if any, to note them also – a person who considers that she or he has been harassed, sexually harassed or bullied may, of course, make a complaint after the first occurrence;
  2. Report the matter to the Principal (or the Centre Manager at summer school) or, if the Principal/Centre Manager is the person against whom the complaint is being made, report the matter to the School Director.
  3. The Centre Manager/Principal/Director shall, where appropriate and with the consent of the complainant and the person against whom the complaint is made, seek to resolve the matter locally.
  4. If it is not possible to resolve the matter locally in a manner which is acceptable to the complainant and the person against whom the complaint has been made, the Centre Manager/Principal/Director shall investigate to determine the facts and credibility or otherwise of a complaint.
  5. If the complaint is upheld the Centre Manager/Principal/Director shall decide whether the matter should be pursued as a disciplinary issue. In the case of harassment and sexual harassment a complainant who is not satisfied with the conduct of an investigation may also wish to note the provisions of the Employment Equality Act 1998, in relation to appeal procedures and time limits for submitting complaints.

Environmental Commitment

Purpose
Liverpool School of English declares its commitment to protecting the environment in the day-to-day running of the business.

Responsibilities

  • The Director and Principal are responsible for the management of this policy.
  • All members of staff and students are responsible for the effective operation and implementation of this policy and procedure.
  • All members of staff and students are expected to comply with this procedure.

Procedure

We have identified and continue to comply with all environmental legislation related to our business activities. We are committed to preventing any unnecessary pollution and reducing any negative impact on the environment by taking the following steps:

  • The use of interactive whiteboards (or projectors/monitors) in all classrooms minimises the use of paper.
  • A system is in place to recycle a wide range of waste including papers, plastic containers, ink cartridges, computer monitors, garden waste and electrical equipment.
  • Energy consumption is reduced by turning electrical equipment off when not in use, using sleep features, purchasing lower energy replacement equipment, putting timers on heaters, using sensors to control lighting, using energy efficient bulbs, and sourcing energy from renewable energy providers.
  • Staff and students are encouraged to travel to school by public transport or on foot/bike. Bikes can be safely stored at LSE.
  • Water saving devices are used in our toilets.
  • The use of resources is reduced by printing double sided, using e-invoices and buying recycled paper, cardboard, packaging, pens, pencils, furniture and construction materials.

Eco-friendly products including water-based inks, biodegradable packaging, products not tested on animals and Fairtrade products are used where possible.

  • Life cycle impact is considered when designing and purchasing equipment.
  • Suppliers are audited to assess their environmental policies.
  • Donations to local charities are encouraged.

First Aid Policy

Purpose

This policy is to ensure that all staff and student are aware and understand the importance of our first aid procedure.  All staff and students should be made aware of the first aiders at Liverpool School of English. The school is responsible for providing recognised training for selected staff to ensure they are qualified first aiders.

Policy Statement

Liverpool School of English ensures that there are appropriate first aid arrangements in place for our staff and students.  During school hours at our year-round school (and both in school and in residences at our summer schools) basic first aid trained members of staff are on site with adequate and appropriate equipment and able to attend to any incident within the school in 10 minutes. Our policy complies with the Health and Safety (First Aid Regulations 1981)

First aiders

It is the duty of the designated first aiders to

  • give immediate help to casualties with common injuries or illnesses and those arising from specific hazards at school
  • when necessary, ensure that an ambulance or other professional medical help is called

All first aiders have attended an approved emergency basic first aid course and hold first aid certificates.  The school ensures that our appointed first aiders take a first aid refresher training course every three years. The names of the designated first aiders are displayed on first aid posters on each floor of the school building. First aid posters are recognisable by the universal first aid symbol (white cross on green background). All posters are checked and updated regularly.

Procedures

The following are general first aid-related procedures to be followed by all staff:

  • If you are aware that an employee/student has been taken ill, or has had an accident, call the designated first aider for assistance for your floor.
  • Do not remove first aid equipment from its designated place.
  • No employee should use their private car to transport a casualty to hospital. If an ambulance is not required, then a taxi is to be used
  • An ambulance should always be called in the event of:
    • A serious injury
    • Any significant head injury
    • A period of unconsciousness
    • Where the possibility of a fracture is suspected
    • When the first aider is unsure about the severity of injuries
    • When the first aider is unsure of the correct treatment
  • All incidents should be reported in the accident and emergency book located in the reception area at our year-round school or if at summer school incidents should be recorded in the section related to your centre on Microsoft OneNote. The report should include the name of the person giving and receiving first aid, details of the incident and details of treatment given. All incidents must be reported even if minor.

Under 18s

  • In all cases and in the event of an accident to a student under 18, where appropriate, it is our policy to always notify the parents of the child if s/he:
    • is considered to have a serious (more than minor) injury
    • requires first aid treatment
    • requires attendance at a hospital
  • ETOs will be notified. Parents will also be contacted via all known phone numbers given at the time of registration.
  • In the event of hospital treatment being required, a member of staff or adult member of the homestay family will accompany the under 18 year old student to hospital and remain with them until such a time as it is considered safe to leave the student in the hospital or suitable alternative arrangements are in place.

First Aid

  • There is at least one first aid kit per floor in the following designated places at our year-round school:
    • Lower Ground: Admissions and Staff Room
    • Ground Floor: Reception/Finance Office/Canteen/Room 10
    • 1st Floor: Room 21
    • 2nd Floor: Room 34
  • On other school sites a first aid kit can be found in the teachers’ preparation room.
  • First aid kits contain the following equipment
    • a guidance leaflet
    • 60 individually wrapped plasters (assorted sizes)
    • six sterile eye pads
    • eight individually wrapped triangular bandages (sterile)
    • twelve safety pins
    • twelve medium sized (approximately 12cm x 12cm) individually wrapped sterile unmedicated wound dressings
    • four large (approximately 18cm x 18cm) sterile individually wrapped unmedicated wound dressings
    • six pairs of disposable gloves
    • 20 wipes
    • eye care kit
    • 2 sterile eye wash
    • Mirror
  • The Facilities Manager (or the Centre Manager at summer school) is responsible for regularly checking and replenishing all First Aid Kits.

Safeguarding Policy

We at Liverpool School of English are committed to practise that which protects students under 18 from harm.

Staff and volunteers in this organisation accept and recognise our responsibilities to develop awareness of the issues which may cause harm to students under 18.

This policy is based on the following principles:

  • The welfare of the child is paramount
  • All students under 18, whatever their age, culture, disability, gender, language, racial origin religious beliefs and/or sexual identity have the right to protection from abuse;
  • All suspicions and allegations of abuse will be taken seriously and responded to swiftly and appropriately
  • All staff (paid/unpaid) have a responsibility to report concerns to the Designated Person with responsibility for safeguarding
  • Staff/volunteers are not trained to deal with situations of abuse or to decide if abuse has occurred

We will aim to safeguard students under 18 by:

  • Adopting safeguarding guidelines through procedures and a code of conduct for staff and volunteers
  • Sharing information about safeguarding and good practice with students under 18, parents/carers/guardians, staff and volunteers
  • Sharing information about concerns with agencies who need to know and involving parents and students under 18 appropriately
  • Carefully following the procedures for recruitment and selection of staff and volunteers
  • Providing effective management for staff and volunteers through support, supervision, observations and training
  • We are committed to reviewing our policy and good practice regularly

This policy sets out agreed guidelines relating to the following areas:

  • Responding to allegations of abuse, including those made against staff and volunteers
  • Responding to allegations and dealing with students who are vulnerable to extremism   
  • Recruitment and vetting of staff and volunteers
  • Supervision of organisational activities

Click here to read the full policy.

Student Disciplinary

Purpose

This policy details the process for dealing with unacceptable behaviour amongst students at Liverpool School of English.  This is to ensure that all issues related to students’ behaviour are treated fairly and transparently and are dealt with consistently and expeditiously.

Policy Statement

The Liverpool School of English does its utmost to ensure that all students behave in an acceptable manner while studying with us and that any deviations from this are dealt with consistently.

Responsibilities

  • The Principal (or the Centre Manager at summer school) is responsible for the management of this policy.
  • All members of staff are responsible for the effective operation and implementation of this policy and procedure.
  • All students are expected to comply with this procedure.

Procedure

  • The student will be asked to attend an informal meeting with the teacher (or Activity Leader if on an excursion) to discuss the problem and reasons behind the unacceptable behaviour. Ways in which the student can improve this behaviour will be discussed and agreed upon by both parties.
  • If the unacceptable behaviour continues the student will be asked to attend a formal meeting with the Director of Studies or relevant manager at summer school. Details of the meeting will be written up and recorded on the student’s file. The student will be issued with a letter detailing the discussion. If necessary, ETOs, sponsors and/or parents will be contacted.
  • If the issue persists the student will be asked to attend a formal meeting with the Principal. A written final warning will be issued to the student and ETOs, sponsors and/or parents will be contacted.
  • If the student continues to behave in an unacceptable manner s/he may be asked to leave the school. Fees will not be refunded.