Customer Service


ACCREDITAT Customer Service Standards


We have standards in place to tell you what level of service you can expect from us. These also tell you what we expect from you.

We want to give you the best service possible and these standards will help us to deliver a high level of service to all our TEFL/TESOL Providers and their Students.

The following standards indicate the level of service which our customers can expect.



1. Our commitment to you

We will deal with your enquiry swiftly.
We will provide you with excellent service.
We will work with you to sort out a problem, if any.

If you need to contact us, please be reassured that we are committed to the following principles:

Excellence via competence
Being open and responsive to the needs of our TEFL/TESOL Providers and TEFL/TESOL Students
Consulting with our customers, learning from their views, and obtaining feedback on our services
Investing in our colleagues so that they are equipped to serve you better

2. Responses

When you call us:

If we are unable to take your call, we will ring you back within 1 working day if you leave a voicemail message or if we promise to ring you back.
If we need to return a telephone call, we will agree with you the best time to do so.
We will be polite at all times, and deal with your enquiry in a professional and courteous manner.

When you write to us:

Email: We will acknowledge your email or web form and will reply within 2 working days. If the matter is complex, and your email cannot be answered within 2 working days, we will inform you of how long it will take for us to answer.
Letter or fax: We will reply to your letter or fax within 2 working days of receipt. If the matter is complex, and your letter or fax cannot be answered within 2 working days, we will inform you of how long it will take for us to answer.
We will avoid jargon, and do our best to explain things clearly.

3. How you can help

In order to ensure that we are meeting the above standards and providing you with a quality customer experience, you can help us by:

Telling us if we have exceeded your expectations or have not delivered a service to your satisfaction
Informing us of any changes to circumstances such as address, status and contact numbers
Treating our staff with courtesy and politeness

4. If you are at all unhappy with our service...

Please detail what went wrong.
We will acknowledge your phone/email/fax correspondence within one working day.
We will explore the details.
We will provide feedback to you within two working days, unless other information is not to hand.
We will work with you to provide an equitable resolution.