The British Council is the United Kingdom’s international organisation for cultural relations and educational opportunities.

As a registered charity, we are committed to delivering a high-quality experience for all those we work with, from individuals using our services to funding organisations and business partners. We encourage anyone with comments or complaints about our products or services to contact us.

The British Council is committed to:

  • taking all comments and complaints seriously and investigating them proportionately and appropriately
  • ensuring that its staff are aware of the complaints policy and are clear about their responsibilities when handling, resolving and reporting on complaints
  • apologising when a mistake has been made, explaining what has happened and what will be done next and taking action to remedy situations wherever practical
  • drawing upon customer complaints and feedback to identify how we can improve our services.

We will provide adequate and appropriate resources to implement this global policy statement and will ensure it is communicated and understood. The British Council will review this global policy statement annually to reflect new legal and regulatory developments and ensure good practice.

This global policy statement was approved by Scott McDonald, Chief Executive, in April 2024 and is due for review in March 2025.

See also