Complaints Procedure

Global School Exchanges Ltd is committed to listening to students and being approachable and supportive. We welcome feedback and aim to resolve concerns fairly and promptly.

1. Speak to your Programme Leader

You can discuss a problem or complaint with your Programme Leader at the allocated times at the beginning, during and at the end of each day. We will record your complaint in our Complaint Log Book and begin looking into it immediately, within 24 hours.

2. Put your complaint in writing

If you would prefer not to discuss the issue in person, write it down and give it to a member of staff you trust, or email hello@school.exchange. Explain what happened, when it happened and what you would like us to do. Include any relevant supporting information.

3. Ask our Director to review your complaint

If you remain unhappy, speak to our Director or email tom@school.exchange within two weeks of the end of your programme. We will arrange for you to meet with our Director to discuss your complaint.

4. Escalate an unresolved complaint to BAC

If you remain dissatisfied after completing GSE’s complaints procedure, you can refer your complaint to the British Accreditation Council (BAC), our independent accreditation body. BAC considers complaints within the scope of its accreditation standards.

Our student complaints procedure asks you to contact BAC within six months. Please consult BAC’s complaints procedure and complaints pack for its current eligibility rules, time limits and submission instructions, or contact BAC for guidance.

When preparing your complaint, include:

• A detailed account of the complaint and the circumstances in which it arose.
• Copies of supporting documents and your correspondence with GSE, showing that you have completed our complaints procedure.
• The signed authorisation requested by BAC so that it can discuss your complaint with GSE.

Keep copies of everything you submit. Follow the instructions in BAC’s complaints pack when making a formal complaint.

BAC contact details

British Accreditation Council
Wax Chandlers’ Hall
6 Gresham Street
London EC2V 7AD
Telephone: 0300 330 1400
Email: info@the-bac.org
Website: BAC complaints procedure

Safeguarding concerns

Concerns about a child’s safety or welfare should be reported immediately to a member of staff or the Designated Safeguarding Lead so that they can be dealt with under our safeguarding procedures.