Customer Service Policy

Customer Service Policy

1. Introduction

1.1  This customer service policy  is intended as a guide to potential students and staff regarding policies such as; course transfers, refunds and complaints. It sets out standards of conduct which staff are expected to follow when within, or representing the School. This code is not exhaustive and is written to assist staff and it is important that staff should take advice and guidance if necessary. If in doubt ask a member of the management team.

1.2  The Director of Studies (DOS) must ensure these policies have been made available to all students upon acceptance to the course.  

1.3    All staff should be made aware of these policies and refer to them when speaking to students within the school setting. 

2) Cancellation, Transfer and withdrawal

2.1     If a student is unable to start their original course, they can transfer onto a course which begins at a later date. A student can transfer courses a maximum of two times. 

2.2     If a student wishes to transfer courses a transfer fee may be applicable.

• No fee applied – 15 or more days notice is given of course transfer 
• 100€ transfer fee applied- less than 14 days notice is given of course transfer

2.3     If a student is unable to complete the course due to illness or unforeseen circumstances they will be able to transfer to a course starting at a later date, provided that they inform the DOS within three days of first absence. No fee will be applied. 

2.4     If  a student is unable to complete the course due to illness or unforeseen circumstances, however does not inform the DOS within three days of the first absence, a fee will be applied to transfer course. 

• If notice is not given within three days of the first absence a fee of 250€ will be applied to transfer course to one starting at a later date. 

2.5     If a student wishes to cancel, withdraw or transfer enrollment with TEFL Madrid for any reason, the student must inform TEFL Madrid in writing. This may be in the form of an email, fax or certified letter. A notice of receipt will act as the acceptance date and will outline future procedures such as; refunds, new course start date, and any fees applicable. 

2.6     If TEFL Madrid makes changes to a course, students will be offered the chance to transfer to a later course date without charge. 

2.7     If TEFL Madrid makes changes to a course resulting in students being unable to attend the course, students will be entitled to a full refund. 

3) Refunds 

3.1     If a student’s visa is denied due to an issue with the school’s accreditation then a refund of the deposit will be made within 5 working days of TEFL Madrid receiving a certified letter of rejection from the consulate. 

3.2     If a student withdraws from the course less than four weeks before the course start date, due to circumstances which prevent them from attending a later course, The student will receive a refund of  50% of the fees paid to date. 

3.3      If a student decided to withdraw from the course within two weeks of their start date at TEFL Madrid, they can transfer to a course starting at a later date, however they will not be entitled to a refund. 

3.4 If a refund request is approved by the DOS then the refund will be made within 5 working days of the approval.

4) Complaints 

4.1     Complaints made by students will be made anonymously via a dedicated school email. The complaints will be read and followed up within 5 working days by the DOS.  If the complaint is related to the DOS this will be dealt with by a member of the management team. 

4.2      If the complaint is related to staff conduct meetings with staff and students will be held by a member of the management team at the earliest convenience to both the management and other parties involved. 

4.3     Complaints made via feedback forms at the end of the course will be taken into account by all staff members when making revisions to the course. 

4.4     If complaints regarding observation marks and assessments are made it will be followed up by the internal moderator using the moderation process. 

4.5     Complaints can be made through a private email to ensure anonymity. 

   Email address: teflmadridfeedback@gmail.com 

Password: students/staff 

5) Notifying students

5.1    If TEFL Madrid makes changes to the class schedule, course dates or location of classes changes will be posted on the website, e-mailed to the students and placed on our noticeboard in the student lounge.

6) Retaking assessments

6.1     Students who fail a weekly quiz will be permitted to retake the quiz within one working day of the original quiz. This retake must be taken within the student lunch break.

6.2    Students will only be permitted one retake of each assessment.

6.3     Students who fail the courses final exam will be permitted to retake the exam with the next course.

6.4     If a student passes their exam/quizzes, but are dissatisfied with their grade, they will not have the option to retake.

6.5     If a student is dissatisfied with their project grade, the project will be remarked by a new assessor.

6.6    Students will be permitted to retake any failed teaching hours at the earliest convenience providing they submit new lesson plans and resources.

6.7    If  an assignment is going to be deemed a fail an in person meeting will be held by the DOS with the student to discuss this mark.