British Council Examination Services staff is trained to provide the best possible service to the public and to ensure that examinations are administered to the highest standards. However, if you are dissatisfied with the service provided please write to our Customer Services team, 

Tel: 0117 521521

British Council 
49, Alfred House Gardens
Colombo 03

•Please give full written details of the problem, stating your name, candidate number, address and contact telephone number.
•Complaints / suggestions will normally be answered within five working days

Alternatively, you could raise a complaint through one of these channels:

  • The online complaints webform on
  • Any local British Council customer service team via a British Council ‘contact us’ webpage
  • A UK postal address, which will direct complaints to the UK contact centre:

   Postal address:

   British Council Customer Service UK
   Bridgewater House
   58 Whitworth Street
   M1 6BB

  • The new IELTS for UKVI or IELTS Life Skills Customer Care line, operational 24 hours a day, 7 days a week – +44 (0) 330 726 0186 

  You could read the full complaints procedure here

  We welcome your suggestions so we can improve our service to you.