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Student Support/Complaints Policy

We have a dedicated team to help you – even before you apply. The same team is here to look after you, even after you’ve completed your studies and are ready to move on.

Before you arrive:

Our team will help you with applications, course selection, visas, finding a place to live, and preparing for travel to the UK.

If there’s anything about the process you find confusing or scary, don't hesitate to let us know and we’ll do our best to help.

Pre-departure guides:

The British Council has also prepared some pre-departure guides which contain important information for you to read before you leave your home country.

These are available to read and download here.

When you get here:

You’ll be given a special induction to make sure you know your way around and how to get help when you need it.  This will:

  • Give you the chance to meet the other students and make new friends
  • Teach you about life in the UK
  • Show you around Cheltenham town centre, so you know where to find banks, shops and other places of interest

We can help you complete any official paperwork, register with a doctor and the police and set up a bank account.

You’ll also get an individual timetable, so you’ll know where and when your classes will be held.

While you're here:

A welfare manager will look after your medical concerns, visa renewals and other matters that you may need to deal with as an international student. Just like our British students, you’ll also have a course tutor to help with your academic progress. You’ll be offered individual tutorials to discuss health and well-being, coursework, homework problems and, on request, university applications.


Tutorials are timetabled, one-to-one sessions with you and your Learning Mentor or pastoral tutor. You will have the opportunity to discuss your course, the progress you’re making and any problems you might have. If you’re under 19, then your Learning Mentor or pastoral tutor may discuss any concerns with your parents or carers too.

Tutorials aim to help you:

  • Keep organised and up to date with your studies
  • Discuss any concerns you have, in a safe environment
  • Stay on course with your progression path
  • Become a confident and happy student
  • Make a positive contribution to the College and society

Full-time students may also get weekly group sessions.

College Policies

Gloucestershire College policies can be found here.


Gloucestershire College is committed to the safeguarding of students and safer recruitment of staff. The drive for inclusive learning has succeeded in bringing into the system students with a wide range of needs, including many who can now be deemed 'vulnerable'. Our Summer School programmes have additional Safeguarding procedures in place to ensure the well-being of younger learners. For more information please visit our safeguarding section. 

Care of students

The level of care you can expect as a student is outlined here:

  • Appointed Safeguarding Lead – to ensure we operate in a responsible and caring way to safeguard (look after) your wellbeing on all levels
  • All members of staff undergo a police check (DBS)
  • All homestay providers hosting under 18’s undergo a police check (DBS)
  • Staff are trained in the safeguarding of under 18’s
  • Designated staff responsible for student well-being
  • We take email and telephone contact details for the parents or guardians of all under-18s
  • Parental consent forms are required for any under 18’s attending year-round courses (these are available on request in advance)
  • Trained first aiders on each premises
  • Social programmes will contain activities appropriate to the age of students. Risk assessments will be carried out on all activities .Wherever practical, under-18s on off-site activities will be accompanied by more than one member of staff.
  • Friendly and approachable staff


Guide for Parents

Having your child study abroad can be a daunting experience. Please visit our Student and Parent Guide for advice and obligations.

Learning Support and Accessibility

We are committed to including and helping students with additional needs. Our Learning Support team is here to help and guide people with a range of learning differences and disabilities. Find out more.

Staff Qualifications

All EFL staff members are CELTA (or equivalent) qualified; many are also DELTA certified. If your course is in another department within the college, all staff will have a full teaching qualification. If you have any questions regarding staff qualifications please email:  

Complaints Policy 

If you wish to complain at any point before or during your stay please speak to a member of the international team, or email:

Alternatively, Talkback forms are available cross-college and digitally here.