WE VALUE YOUR OPINION

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 like to hear if a particular member of staff has provided you with exceptional service.

We use information received from your customer comments and complaints to improve our services and products.

We deal with all comments and complaints seriously and impartially.

We will not treat you differently because you have made a complaint.

We aim to respond to you promptly, regardless of the subject matter or the way in which you contact us.

HOW TO MAKE A COMMENT OR COMPLAINT

Please contact customer service with your name and contact details in any of the following ways:

 Who will deal with your comment or complaint

We aim to resolve most issues at the first point of contact. The first member of staff who receives a communication from a customer is empowered to ‘own’ the comment or complaint and see it through to resolution, although he or she may have to liaise with other colleagues to gather the necessary information to respond to you effectively.

In more complex cases, customers may receive the response to their comment or complaint from the person or department who is responsible for that aspect of our work.

In the infrequent cases where a customer’s comment or complaint is of a serious nature, the complaint may be referred to the British Council’s Customer Services Manager below:

Customer Services Manager, Zeenathun Nauman. 

OUR RESPONSE

We are committed to responding to all email enquiries within 48 hours of receipt of the email.

We aim to provide feedback on your comment or resolve your complaint within 10 working days.

We will keep you updated on progress throughout the process.

How to give us helpful feedback

So that your comment or complaint is fully understood and resolved quickly and easily, please consider the following points when telling us about it:

  1. Please give us any feedback you have as soon as you can so we can resolve your issue quickly.
  2. Be as clear as possible when giving us feedback so we can understand what the problem is and make sure it doesn't happen again.
  3. If you have any suggestions about how we can help you resolve your problem, please let us know.
  4. Please take the time to listen to what our customer service team has to say about the problem you are having.
  5. Try to stay positive, even when you are frustrated.
  6. Try not to shout when talking to our customer service team as it makes it more difficult for them to help you.
  7. Thank you for helping us! All your feedback is very valuable to us and helps us to improve our service and your experience.