This note sets out our complaints procedure, and how we set about putting things right when we have made a mistake.  This procedure applies when there is no specific right of appeal against a specific decision of the organisation.  

We aim to provide a high standard of service to our customers and clients and try to make things as straightforward as possible for all of them.  On occasion, however, because of the large scale and complexity of our work across a diverse global network, we may make a mistake or in some other way fail to provide a satisfactory, reliable and timely service.

If you believe that we have got something wrong, or that there is any problem with the way we are dealing with you, please let us know. The sooner you tell us, the sooner we can do something about it.

In the first instance you should contact the person or department with whom you have been dealing. We hope that they will be able to immediately address your complaint. You can contact them by letter, by phone, by fax or by e-mail. Contact details for all of our offices can be found at www.britishcouncil.org

To be able to help you we will need to know your full name, address, and a telephone number at which we can contact you. Please tell us what you think has gone wrong and how you believe it can be put right.

When you do complain we will:

			treat you in a  courteous and professional way
			treat your complaint seriously
			deal with your complaint promptly. If we are unable to respond immediately, we will respond within 15 working days.

We will not:

			treat you differently from other people just because you have made a complaint
			discriminate against you for any irrelevant reason (including your colour, race, nationality, religion, age, sex, sexuality or any disability).

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 if appropriate
			correct the mistake wherever this is possible

If you are not happy with the response you receive, you can take the matter further by getting in touch with the director of the appropriate office or department.

For Contracts & Projects issues you can also email our Quality and Evaluation Unit.