We hope to make your experience of dealing with the British Council an excellent one and we welcome your comments, suggestions and details of satisfaction (or dissatisfaction) about the service you have experienced when contacting us or using any of our products or services. We would also like to hear if a particular member of staff has provided you with exceptional service.
All customers are dealt with seriously and impartially and are responded to promptly – regardless of the subject matter, medium or the country in which the complaint has been made.
We aim to acknowledge your comment or complaint within three days and will seek response to feedback or resolution of complaints within ten working days. We will draw on information received from your customer comments and complaints to improve our services and products.
Contact the person, department or office that you have already dealt with to fully explain your views or situation and ask for a response or assistance.
Write: Comenius Feedback, British Council, 10 Spring Gardens, London, SW1A 2BN
If you are an applicant or a beneficiary and feel that the British Council has made an incorrect decision (for example in turning down your application or in calculating your final grant amount), then you may appeal. For more information, see the Appeals page.
British Council Performance and Standards
The British Council’s Customer Service Standards and performance targets are set out on our corporate website at www.britishcouncil.org/home-information-centre-feedback.htm. These standards outline our commitments to customers and our targets for achieving these standards.