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
Unit 7, The Workshops
Marcus Street,
Birkenhead,
CH41 1EU,
United Kingdom
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.
How to book with Cactus
Select language
Simply select which language you would like to learn and from the box below and click lets go.
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This is a quick test to help you find the right course for your current level of knowledge.
Book your course
Use our simple online booking system to select your course.
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Frequently asked questions
What will I learn?
Our Course Outlines give an overview of the content and learning framework of Cactus courses. Includes themes, grammar and vocabulary you can typically expect to cover. These are intended as a guide only. Language teachers may at times adapt the course content to suit the specific level, aims and interests of the class.
How do I know what level I am?
Are you unsure where to start or progress to? Then take our level test and read our level descriptions for guidance.
Do I receive a qualification or certificate?
At the end of your course you receive a certificate of participation. You will be able to be download it from your MyCactus account. This confirms the language and level of course you have taken. Our course levels are based on two internationally recognised systems. You will have a universally accepted reference for your studies. (Important: Please note that you must complete the end of course questionnaire sent to you to be able to get your certificate! You will receive the course questionnaire by e-mail at the end of your course.)
Do I need a course book?
You will need a course book to attend your course. Course books are not included in the course fees. We recommend that you buy your own course book separately before your course starts. We will let you know which course book you will require and advise where you can purchase this. Please note that a course book often covers more than one level. So if you progress to the next course, you may not necessarily need to buy a new book. Again, we will advise you of this at the time. The course book is chosen by our teachers and academic team. This is based on which book is most suitable for the level of the class whilst offering the most communicative approach.