Our Commitment to Ethical UK Student Recruitment

We are proud to operate in strict alignment with the UK Quality Framework for Education Agents. Our company fully endorses and adheres to the National Code of Ethical Practice for UK Education Agents, co-established by the British Council, BUILA, and Universities UK. 

Our Core Promises:

• Integrity & Transparency: We provide honest, accurate, and up-to-date guidance regarding UK universities, courses, entry requirements, and visa regulations.
• Student-Centred Advice: Your academic and career goals drive our recommendations. We offer objective guidance to find the institution that best fits your profile.
• Professional Standards: Our counsellors undergo regular training via the British Council platform to maintain expert knowledge of the UK education sector.
• Clear Business Practices: We maintain fair, transparent relationships with our UK university partners and declare all student service fees upfront with no hidden costs.

Verify Our Standards:

• Read the official National Code of Ethical Practice (PDF).
• Search for our certified advisors on the public British Council Global Database.

Our complaint procedure:

At TILA English Academy, we are committed to providing high-quality teaching and support services. We value feedback and take complaints seriously, as they help us improve our services.

If you are unhappy with any aspect of our service, we encourage you to first raise your concern informally with us.

You can contact us by:

• Email: info@tilaenglishacademy.com
• Phone / WhatsApp: +44 7762 086006

We will aim to respond within 3 working days and resolve the issue quickly and fairly.

If your concern is not resolved informally, you may submit a formal complaint in writing.

Please include:

• Your full name
• Contact details
• Description of the complaint
• Relevant dates or evidence
• Desired outcome

Send your complaint to:
info@tilaenglishacademy.com
Subject line: Formal Complaint

We will acknowledge receipt of your complaint within 5 working days.

A member of management will investigate your complaint fairly and confidentially.

We may:

• Review documents or communications
• Speak with staff or teachers involved
• Request further information from you

We aim to provide a full written response within 14 working days.

If you are not satisfied with the outcome, you may request a review of the decision within 10 working days of receiving our response.

Your appeal should explain:

• Why you disagree with the decision
• Any additional evidence

A final decision will be issued after review.

All complaints will be handled respectfully and confidentially. Information will only be shared with those directly involved in resolving the matter.

We use complaints and feedback to improve the quality of our teaching, customer service, and student experience.