How to make a complaint

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.

Outside the UK

Contact the British Council Customer Service team in your local office. To find their contact details, go to or fill out a web form.


Your complaint will be dealt with in the strictest confidence, in line with our Global Information Security and Privacy policy. Information about you will be shared internally only as necessary to investigate and resolve your complaint. We will only disclose your information to third parties with your consent or if we are legally required to do so.

Under UK data protection law, you have the right to ask for a copy of the information we hold on you and the right to ask us to correct any inaccuracies in that information.

For further information on this, please contact us or see

External review

If your complaint is of a particularly serious nature and has reached our highest internal level when responding to you, we will provide information on how to have your case assessed for investigation by the relevant external organisation, should you remain dissatisfied. We have published the results from a recent review.


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