Complaints Procedure

We Value Your Opinion
EUSA is committed to providing a quality learning and developmental experience for each of our students. We welcome any opportunity to share thoughts and ideas with you as to how we can improve the student experience, as well as recognizing that on occasion you may wish to discuss with us an element of your program which has not met your expectation. Many concerns will be raised informally, and dealt with quickly by our experienced local team. However, if concerns cannot be satisfactorily resolved informally, please follow the following process.

How to Make a Complaint
To register a formal complaint, please contact your City Director in writing providing a full overview of the issue and resolutions that have been attempted to date. If the City Director is the subject of your complaint, please write to the Operations Director.  

What Will Happen Next
Upon receipt, you will receive an acknowledgement of your complaint. Your complaint will be allocated to an appropriate member of the EUSA team for investigation. We may contact you for further information. You will receive a formal response from EUSA within five working days responding to your complaint.

If the complaint involves an allegation of misconduct or gross misconduct by a member of staff, EUSA will contact you immediately and ensure that you do not have any further contact with the staff member. EUSA's internal disciplinary procedures will be followed and any further required action taken will be determined on a case-by-case basis.

Contacts
Hattie Paterson, London Director
Janice Gaffey, Dublin Director
Almendra Staffa-Healey, Madrid Director
Jon Hutchinson, Paris Director
Martina Melíšková, Prague Director

Terence Coetzee, Operations Director