How to make a comment or complaint about the British Council

British Council values your opinion of our people, our work, our website, our programmes and our services.

If you would like to make a comment or complaint about the British Council you should firstly contact the person or department that you have already dealt with to fully explain your situation.

Alternatively you can contact us in British Council Information Centre using our dedicated email address for comments and complaints: commentandcomplaints@britishcouncil.org. You can also use our online feedback form or the other methods listed on our contact us page.

So that we can respond to you, please provide your name, postal address, email address and telephone number.

How we will deal with your comment or complaint

All comments and complaints are dealt with seriously and impartially. We promise that we will treat your comment or complaint fairly.  We will not:

• treat you differently because you have made a complaint.
• 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, medium 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. So 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 they respond to your complaint.