We value your opinion
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.
What we will do
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.
What to do next
How to make a comment or complaint:
In the Philippines
Contact our Customer Service Officer to fully explain your views or situation and ask for a response or assistance.
Outside the Philippines
Contact the British Council Information Centre. 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 (Mon to Fri – 0900 to 1800 BST)
By post: British Council Information Centre
Bridgewater House
58 Whitworth Street
Manchester UK
M1 6BB
Or,
Use this online form: 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.
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