Complaints Procedures

East London Express (ELE) aims to provide the highest standards of service to its student members, associates and partner institutes. If you have been less than fully satisfied with the service you have received, we would welcome your comments and suggestions so that we can rectify the problem and improve our service in the future.

East London Express (ELE) treats any written or spoken expression of dissatisfaction with the service provided by its member of staff as a complaint. Our complaints procedures cover all aspects of our services including:

• Misinformation about academic programmes
• Misinformation about institutions and Awarding Body
• Advice and counselling given on admission and visa application
• Efficiency and depth of knowledge of staff on higher education
• Refund issue of the deposit paid towards the tuition fees
• Response time of a query and the response itself
• Office environment and staff conduct of behavior

How to make a complaint:
– State clearly what the complain is about
– State what outcome you are expecting
– Extra information on whether this is an initial complaint or follow-up to an earlier one, with brief details, will help us and speed up the process

How we will handle your complaint:
– We will ensure your confidentiality
– Acknowledge your correspondence and give you a reference number within 3 working days
– Review the issue thoroughly and give you a full response within 14 working days
– If we need more time because of the complexity of the issue, we will tell you within 7 working days
– Talk it over with you if the complaint requires special action
– Deal with you in a polite, courteous and professional manner
– Always give you a contact point, name and telephone number
– We will not reply to rude or abusive emails, calls or letters

We treat all complaints seriously. They are recorded so that all the staff member of ELE learn from them and take actions to rectify them and work towards continuous improvement.

If you are not happy with a specific aspect of our service, please tell the member of staff you are dealing with. Our staff will do all they can to resolve the problem. If they fail to satisfy your concern, then please contact the Chief Executive Officer: ceo@eastlondonexpress.com
You will need to give your full name, address, ELE Reference Number (if any), phone number / fax number, e-mail address. Please ring to make an appointment if you wish to have a face-to-face meeting