Support
Complaints Policy
How to raise a concern and what happens next.
Kenya School of Languages takes complaints about our courses, staff, trainers, admissions or language services seriously, and aims to resolve them fairly and promptly.
How to complain
Raise a complaint by phone, WhatsApp, email or the contact form. Please include your name, the course or service involved, and as much detail as possible.
What happens next
- Acknowledgement: we confirm receipt of your complaint and its reference.
- Review: Admissions or the relevant team reviews the matter, which may include speaking with the trainer, learner or other parties involved.
- Response: we respond with the outcome of the review and, where appropriate, the action taken.
- Escalation: if you are not satisfied with the response, you may ask for the matter to be reviewed again by a more senior member of staff.
Safeguarding concerns
If your concern relates to the safety or wellbeing of a learner, see our Safeguarding Policy for how to raise it urgently. Safeguarding.
Fee and refund disputes
For a dispute about a specific charge or refund, see our Refund Policy and Payment Guidance. Refund Policy · Payments.