Customer Care Policy


ESE is committed to delivering excellent customer service. We have all the policies and procedures in place to ensure that our students experience a welcoming, supportive and professional learning environment.

This customer care policy sets out how we put this commitment into practice and what our customers can expect from us.

All our staff is responsible for providing an efficient, effective and professional service.

We aim to provide a pleasant and safe environment at all our service points.

We will ensure that you are dealt with:

  • Quickly
  • Effectively and efficiently
  • Without discrimination
  • In a courteous, helpful and respectful manner

We will always:

  • Keep you informed
  • Ensure that staff takes responsibility for resolving or dealing with your query adequately
  • Provide as much information as possible to help you make informed choices
  • Ensure all our services are delivered within safe environments
  • Be responsive to the needs of our customers and act in accordance with the law
  • Provide a friendly service, showing respect and sensitivity to your needs
  • Treat you fairly - demonstrating our commitment to equality and diversity
  • Recognise and respond to your particular needs
  • Deal with your requests and enquiries accurately, promptly and efficiently
  • Respect your confidentiality
  • Make effective referrals to other teams or departments
  • Offer an explanation if we can’t accommodate your request /enquiry
  • Make effective use of IT and web services
  • Strive to meet the best service standards
  • Strive to monitor our service standards
  • Continue to develop our teams’ expertise and skills
  • Welcome your feedback



We respond to all website inquiries, social media messages and emails within 48 hours. A direct line + 356 21 373789 is available 24/7. Main reception staff are available during office hours 8.00 - 17.30
We provide detailed information about the school and life in Malta during a Welcome meeting on your first day at school, in the Welcome Pack and on the ESE website.

We would like you to:

  • Provide us with all the information we require to assist you.
  • Treat all our staff fairly and with respect. Please note that we may not be able to help you if your behaviour is inappropriate, abusive or threatening.
  • Provide your views and suggestions to help us improve.


Complaints Procedure

If you are dissatisfied with any aspect of our service, you are asked to make your complaint while you are still on your course. We cannot be held liable for any complaints after your departure.

What to do if you have a complaint:
If your complaint is of an academic nature, you may speak to your teacher or the Director of Studies. If your complaint is of a non-academic nature you may speak to one of our Welfare Officers in the Welfare Office.
You may put a note in the First-Week or the Mid-Course Questionnaire or phone our 24/7 Welfare hotline 21 373789.
Our staff will investigate the issue and solve it as soon as possible.