Complaints Procedure

How to Make a Complaint (or Send a Compliment)

Cactus Worldwide welcomes concerns, compliments and complaints as valuable feedback that can help us learn from experiences and improve the quality of our language courses.

Cactus Complaints Procedure

Cactus has a complaints procedure that is designed to be as client-focused as possible and investigate complaints effectively and efficiently.

Who should I complain to?

Cactus is made up of various different departments. For a complaint about any aspect of your evening language course or service received, please contact the evening language courses department. Full contact details are available at the end of this document.

Who can complain?

Usually you should make the complaint yourself but you can ask someone else to make your complaint with your permission.

When should I complain?

You should make your complaint as soon as possible. The Cactus complaints procedure states that you should make your complaint within 10 days of the event or your course start date. This time limit can be extended once the complaint has been logged, if further time is required to carry out a satisfactory investigation. We are not able to deal with retrospective complaints.

How long will it take?

This will depend on what your complaint is about and how complex it is. The Cactus complaints regulations do not require complaints to be investigated within a set timescale, but instead we will agree an individual and acceptable timescale with you.

What do you need to provide?

Provide as much information as possible to allow Cactus to investigate your complaint. Include some or all of the following:

  • Your name and a valid email or home address for reply
  • A clear description of your complaint
  • Any relevant correspondence, eg. emails

What do we do next?

Cactus aims to acknowledge all complaints no later than three working days after the day the complaint is received.

Investigate the complaint

The complaint will be investigated and you will receive the findings of that investigation along with an appropriate apology and to understand if any learning or changes will take place as a result of the findings of the investigation. If applicable and depending on the nature of our findings, you may receive a refund or be offered an alternative course.

What do I do if my complaint is not resolved to my satisfaction?

If you find your complaint has not been resolved to your satisfaction please email the Managing Director, Fay Drewry.

Contact details

Complaining to Cactus Worldwide:

By post to:

Cactus Worldwide
Lorna House
103 Lorna Road

Contact Us

Please state: ‘For the attention of the complaints team’ in the subject line.

By telephone: 01273 830 960

Our opening hours are:

Monday – Thursday 9am to 7pm
Friday 9am-5.30pm
We are closed at weekends and bank holidays.


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