We are committed to responding to your queries/concerns promptly whether you contact us via email or telephone or meet us in person. Our standard response time is three working days and we try to resolve your complaints within ten working days. 

How can you make a complaint/suggestion?

If you wish to make a complaint, you can do so by email, letter or telephone, however, we encourage you to make your complaint in writing wherever possible. All complaints should be made within 90 days of the date that the event occurred, or the date that the issue came to your attention.

Contact our customer service team

Please note that we can only discuss personal information and deal with complaints from the customer, for example, one of our exams candidates or the confirmed representative from an organisation involved in a British Council programme.

You may wish to have a third party act on your behalf, which could be another person or organisation. Third parties may include advice organisations; professionals such as solicitors or teaching professionals, or family members and friends. Where this is the case, you will need to provide written consent to that effect. More information surrounding this can be obtained when you talk to us about your complaint.

Equality, diversity, and inclusion runs at the heart of our work. We do not discriminate against our customers on the grounds of age, disability, ethnicity, gender, religion, belief, and sexual orientation. 

See also