Comments and Complaints

	Complaint Procedure

How to make a comment or complaint about the British Council

We value your opinion of our people, work, website, programmes and services. If you would like to make a comment or complaint about us you can do this in one of four ways.

1 Contact the person, department or country office that you have already dealt with to fully explain your situation.

Or:

2 Contact the British Council Afghanistan Information Centre. So that we can respond to you, please provide your name, postal address (if available), e-mail and telephone number.

By email info.afghanistan@britishcouncil.org

By telephone +93 (0)790 000 101 (Sunday to Thursday
0830 to 1630 Local Time)

By post                    British Council
                               British Embassy Compound
                               15th Street Roundabout
                               Wazir Akbar Khan
                               PO Box 334
                               Kabul, Afghanistan

Or:

3 Contact the British Council Information Centre. Again, so that we can respond to you, please provide your name, postal address, e-mail address and telephone number.

By email commentsandcomplaints@britishcouncil.org

By telephone +44 (0)161 957 7755 (Monday to Friday – 0900
to 1800 GMT).

By post                    British Council Information Centre
                               Bridgewater House
                               58 Whitworth Street
                               Manchester
                               UK
                               M1 6BB

Or:

4 Use this form:

http://www.britishcouncil.org/home-information-centre-online-feedback-form

How we will deal with your comment or complaint

We deal with all comments and complaints seriously. We promise that we will treat your comment or complaint fairly and impartially.

We will not treat you differently because you have made a complaint. We will not discriminate against you on the basis of your age, disability, ethnicity, gender, religion, belief, sexual orientation or any other irrelevant ground.

We aim to respond to you promptly – regardless of the subject matter, the way in which you contact us or the country in which your comment or complaint is made.

If we are unable to respond at the first point of contact, we aim to deal with your comment or complaint within ten working days of receipt. If it will take longer than this, we will inform you of any delay within ten working days.

When things have gone wrong we will do our best to resolve matters quickly and fairly. We will:

explain what went wrong and why
apologise when it is appropriate
take action to remedy the situation, when possible.

If you are not satisfied with the response you receive, you can take the matter further by contacting the relevant complaints manager. We will provide you with details of how to do this when we respond to your complaint.

If, following this, you remain dissatisfied then you may be able to refer your complaint to an external body for review. The complaints manager will provide you with more information when he or she responds to your complaint.