Feedback

At Oxford Royale Academy, we understand that feedback is essential for continuous improvement, and we take it very seriously. This page contains details of our feedback procedures, including our complaints procedure.

In order to assess your progress on the course, your teacher will mark any assignments that have been set in your class and return them with comments. Many courses also contain an assessed presentation element – your teacher will watch your presentation and provide you with feedback at the time.

Feedback from your peers will be encouraged as part of our constructive, open classroom environment.

You will receive a report at the end of your course, containing a grade based on a number of criteria – these criteria vary from course-to-course, but typically featured are criteria such as ‘Quality of Written Work’, ‘Contribution of Ideas in Class’, and ‘Assessed Work’.  You will receive a score for each criterion, and those scores will be added together to give your final grade for the course.  This grade will be detailed on your report.

You will also be presented with a certificate of completion, to show you have completed the course.

You are welcome, at any time, to ask your teacher or any other member of staff for additional, informal feedback on your progress.

We will provide you with a number of opportunities to give anonymous feedback – although of course you are welcome to raise any comments, suggestions or complaints at any time.

All students will receive SMS messages at the start, middle and end of their course, to check whether they feel safe, happy, and are learning lots.

At the end of your stay with Oxford Royale, you will be asked to complete a feedback form for each of your classes, which we ask that you fill in and return to us with your comments.

If a student has any feedback or complaints that they wish to make during their stay they should speak to a member of campus staff (a Junior Dean or a Programme Director, for example) or follow the formal complaints procedure which can be found below. We encourage you to raise any issues with our staff members on campus as soon as they arise, so we can work with you to get them solved in the shortest amount of time.

Parents and guardians will be invited to complete an online feedback form after their child has completed a programme with us, to provide us with their perspective, and suggestions on things we could improve for the future.

We are absolutely committed to our students’ satisfaction. The procedure in place to deal with complaints and concerns is outlined below. We will do our utmost to act on your complaint and resolve it to the satisfaction of all parties.

How to make a complaint
1. If you have a complaint, please put it into writing and send it to us via email, regular mail or fax. Please explain the details as fully as possible.
2. We will send you an email or letter acknowledging your complaint and asking you to confirm or explain your specific concerns.
3. We will start to investigate your complaint as soon as is practicable after you have articulated the complaint to us.
4. An examination of the information on our file for the matter in relation to which you have made your complaint will take place.
5. Once this has happened we will contact you to confirm our findings and any solutions that you may agree on.
6. If at this stage you are still not satisfied with how your complaint has been dealt with, you should contact us again.
7. We will review the investigation and decisions made.
8. We will contact you with the results of this review as soon as possible.
9. At the same time we will email or write to you confirming our final position on your complaint and explaining our reasons.

If you wish to take your complaint further

If, having followed steps 1-9 above, you are not satisfied with the outcome of your complaint, the independent bodies that accredit Oxford Royale Academy provide a next step for your consideration. Please note that these bodies should only be contacted once steps 1-9 listed above have been completed, and should not be considered as alternatives to the above procedure.

• The British Accreditation Council, an organisation that accredits Oxford Royale Academy’s provision of short summer courses (excluding English language programmes), has its own formal student complaints procedure in place. Details about the BAC’s complaints procedure can be found here.
• The British Council, an organisation that accredits Oxford Royale Academy’s provision of short English language summer courses, has its own complaints procedure in place. Details about the British Council’s complaints procedure can be found here.