Woman and man reading a book, Milan - photographer Mat Wright copyright British Council

complaint procedure

How to make a comment or complaint about the British Council

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 about the services you have experienced when contacting us or using any of our products or services. We would also like to hear if a particular member of staff has provided you with exceptional service.

You can make a comment or complaint in one of following ways:

1. Contact the person or department that you have already dealt with to fully explain your situation.

2. Contact the British Council Kazakhstan. So that we can respond to you, please provide your name, postal address, e-mail address and telephone number.

By email: almaty@kz.britishcouncil.org

By telephone: +7 (727) 2444144 (Monday to Friday, from 09.00 till 17.30)

By post:

British Council

Samal Towers

97 Zholdasbekov Street

Almaty, 050010

Kazakhstan

Or:

3. Contact the British Council Information Centre. So that we can respond to you, please provide your name, postal address, e-mail address and telephone number.

By email: commentsandcomplaints@britishcouncil.org

By telephone +44 (0)161 957 7755 (Monday to Friday – 0900 to 1800 BST)

By post:

British Council Information Centre

Bridgewater House

58 Whitworth Street

Manchester

UK, M1 6BB

How we will deal with your comments or complaints

We deal with all comments and complaints seriously. We promise that we will treat your comments or complaints fairly and impartially.

We aim to acknowledge your comment or complain within three days and will seek response to feedback or resolution of complaints within ten working days.

We will not treat you differently because you have made a complaint.  We will not discriminate against you on the basis of your age, disability, ethnicity, gender, religion, belief, sexual orientation or any other irrelevant ground.

When things have gone wrong we will do our best to resolve matters quickly and fairly. We will:

• Explain what went wrong and why
• Apologise when it is appropriate
• Take action to remedy the situation, when possible

If you are not satisfied with the response you receive, you can take the matter further by contacting the relevant complaints manager. We will provide you with details of how to do this when we respond to your complaints.

If, following this, you remain dissatisfied that you may be able to refer your complaint to an external body for review. The complaint manager will provide you with more information when she responds to your comment.

DCSIMG

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