Complaints procedure

How to make a comment or complaint about the British Council?

We value your opinion of our people, work, website, programmes and services.   If you would like to make a comment or complaint about us you can do this in one of three ways.
1 - Contact the person, department or country office that you have already dealt with to fully explain your situation.
2 - Contact the British Council. So that we can respond to you, please provide your name, postal address, e-mail address and telephone number.

By e-mail info@kw.britishcouncil.org
By telephone +965 22515512
Sunday - Thursday: From 09:00 a.m. - 20:00 p.m.
Tuesdays: From 09:00 a.m. - 13:00 p.m.
And from 15:30 p.m. - 20:00 p.m.
By fax +965 22520069
By post Customer Services Manager
British Council
PO Box 345, Mansouriya, Kuwait
Online British Council Middle East website

3 - Or through our website.

How we will deal with your comment or complaint?

We deal with all comments and complaints seriously.  We promise that we will treat your comment or complaint fairly and impartially.
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.
We aim to respond to you promptly – regardless of the subject matter, the way in which you contact us or the country in which your comment or complaint is made.
If we are unable to respond at the first point of contact, we aim to deal with your comment or complaint within ten working days of receipt.  If it will take longer than this, we will inform you of any delay within ten working days.
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 Customer Services Manager who will guide you about the next step of your complaint.

English Language classes complaints and comments

If you are unhappy with something that your teacher is doing in class, please speak to your teacher first. Most problems can be resolved in this way. If you would like a translator to help you explain the problem to the teacher, you can ask at the reception desk.
If your teacher cannot solve the problem, or you feel that you cannot speak to the teacher, please speak to or call reception and ask them to arrange a meeting with a manager. This meeting will take place within three days, and translation is also available if you request it.

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