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Complaints & Feedback
Travelling Languages — Think Ahead Ltd T/A Travelling Languages — Last updated: March 2026
Travelling Languages is committed to providing high-quality English language education and an excellent experience for all students. We take every complaint seriously and handle all concerns fairly, confidentially, and within clear timelines. No student will ever be disadvantaged for raising a complaint in good faith.
How to Raise a Concern
Talk to us first
Most concerns can be resolved quickly by speaking directly with any member of staff. You don’t need an appointment — our team is accessible throughout the school day. If you’d prefer a private conversation, just ask and we’ll arrange a suitable time and space.
- For academic concerns (class level, teaching, progress, assessments): speak with the Director of Studies
- For welfare, practical, or day-to-day concerns: speak with the Student Manager
- For any other matter, or if you’re unsure who to speak to: approach any member of staff and they will connect you with the right person
You can also email us at any time at drs@tl.ie or through the contact page.
Formal Complaints Procedure
If your concern is not resolved informally, or if you prefer to make a formal complaint from the outset, follow the steps below.
| Step | Timeframe | What happens |
|---|---|---|
| 1 | Submit | Submit your complaint in writing to drs@tl.ie, or hand it directly to the Student Manager or Managing Director. Describe the issue clearly — what happened, when, who was involved, and what outcome you are seeking. We can help you write your complaint in English if needed. |
| 2 | Within 2 working days | We will acknowledge your complaint in writing and assign it a reference number. |
| 3 | Within 3 working days of acknowledgement | Your complaint is assigned for investigation. Academic matters are investigated by the Director of Studies. Staff conduct or operational matters are investigated by the Managing Director. |
| 4 | Within 10 working days of receipt | You will receive a written outcome with the reasons for our decision. If the investigation requires more time, we will keep you informed with a revised timeline. |
| 5 | If upheld | We will confirm in writing the remedial action being taken and when you can expect it to be completed. |
If You Are Still Not Satisfied
If you are not satisfied with the outcome of the formal procedure, you may request a review by the Managing Director. Submit your review request in writing within 10 working days of receiving the outcome. The review examines whether the procedure was followed correctly and whether the outcome was reasonable. The Managing Director’s decision is final at the internal level.
External Escalation — English Education Ireland (EEI)
If you have exhausted our internal complaints procedure and remain dissatisfied, you may refer your complaint to English Education Ireland (EEI), the representative association for English language schools in Ireland. EEI operates an independent complaints and grievance service for students of member schools. Travelling Languages is a member of EEI.
English Education Ireland (EEI)www.eei.ie — info@eei.ie
We will not discourage you from using the EEI service. We do ask that you let us know if you intend to escalate, so we have the opportunity to address any outstanding matters.
Parents, Guardians, and Group Leaders
Parents or guardians of students under 18, and group leaders acting on behalf of an enrolled group, may raise complaints on behalf of learners using the same procedure above. Where appropriate, we will involve the learner directly in the resolution.
Our Commitments to You
- Your complaint will be handled fairly and confidentially
- You will never be disadvantaged for raising a concern in good faith
- We will keep you informed of progress throughout
- All formal complaints are logged and reviewed to help us improve
Feedback
You don’t need to have a complaint to share feedback. We welcome suggestions, observations, and comments at any time. You can:
- Speak to any member of staff
- Email drs@tl.ie
- Complete an end-of-rotation course evaluation form (distributed to all students)
- Leave anonymous feedback through the school’s feedback mechanism
Travelling Languages — Think Ahead Ltd, Docklands Innovation Park, Unit U14, 128–130 East Wall Road, Dublin, D03 A0X4 — Version 1.0 — March 2026