Customer Services
*Please be informed that our offices will be closed on Monday 16 May 2022 due to the public holiday.
Limited availability as a result of the prevailing situation. Please check below updates on all our services. For any other urgent queries, you may contact us on 94 (0)70 7521 521 (Monday - Saturday 9.00 a.m - 4.00 p.m) and through email (info.lk@britishcouncil.org) or Social Media (Facebook/Instagram). Kindly expect a delay in responses due to high volumes of enquiries received.
Exams
School exams(Pearson Edexcel/Cambridge)
The school exam series will continue. All school/private candidates have been communicated with details via Email/SMS by their schools and British Council respectively.
IELTS
IELTS test sessions planned between 10-14 May will be rescheduled. All impacted candidates will be notified of further actions.
University of London (UoL)
UoL Exam sessions are cancelled until 13 May. Exam board will communicate directly with the impacted candidates regarding available options.
KET/PET for schools
New dates/times for the speaking tests that were cancelled on 11 May will be shared within 7 days. Any further updates to upcoming exams will be notified prior to the relevant exam dates via Email/SMS.
PLAB Exams
Will be hele as planned. Exam Board will get in touch with the candidates should there any changes.
Teaching Centre
Colombo / Kandy/ Jaffna/ Matara
All face-to-face classes will continue at the respective centres. Online classes will be conducted as usual. Students are being communictaed with details via Email/SMS on a daily basis.
Library
All activities are cancelled and remain closed until further notice.
The safety of our customers and staff remain our top priority. Thank you for your patience and understanding during this difficult time. Stay safe.
We are here to answer any questions you have about the British Council in Sri Lanka. Revision of opening hours due to special reasons will be notified as a special news item on the homepage.
We are currently receiving an extremely large volume of enquiries both by telephone and our online enquiry form. Our response time may be delayed. We apologise for any inconvenience caused.
The British Council Sri Lanka Customer Services in Colombo, Kandy and Jaffna will now be open for walk-in customers.
Please check location-based operational hours below.
We are delighted to announce that the British Council libraries in Colombo and Jaffna have once more opened their doors and look forward to welcoming members back. Our library in Kandy remains closed, for now. You may continue to borrow books from all of our libraries by placing an online order.
For more information on our library services, please visit our Libraries web page.
You can also reach us on call, by e-mail or through our Facebook page.
Make a complaint, provide feedback or show appreciation.
Our Customer Service team provides information and guidance about the British Council and its programmes and activities. 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. This could be about the service you have experienced when contacting us, or when using any of our products or services. We would also like to hear from you if a particular member of staff has provided exceptional service.
How to make a comment or complaint
If you have a comment or complaint we encourage you to talk to us, to help us to learn from our mistakes and improve our services.
- By calling us on +94 (0)70 7521 521 (Monday - Saturday, 9 a.m. to 5 p.m.)
- Online using our web form
- By emailing us at info.lk@britishcouncil.org (Subject line: Complaint/Feedback/Appreciation)
Make a complaint
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 enquiry has been made. We will draw upon information received from your comments and complaints in order to improve our products and services.
Standards
We aim to respond to enquiries within three working days. We aim to provide feedback on your comment or resolve your complaint within ten working days.
We will keep you updated on progress throughout the process.