WHERE CAN I FIND BRITISH COUNCIL CUSTOMER SERVICE STANDARDS?
The British Council’s Customer Service Standards and performance targets are available on our website. These standards outline our commitments to customers and our targets for achieving these standards.
WE VALUE YOUR OPINION
We hope to make your experience with us an excellent one and 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 also like to hear if a particular member of staff has provided you with exceptional service.
WHAT WE WILL DO?
All customers complaints/comments are dealt with seriously and impartially and are responded to promptly. We treat you equally and do not discriminate against you because you have made a complaint or on the basis of your age, disability, ethnicity, gender, religion, belief, sexual orientation or any other irrelevant ground.
We aim to acknowledge your comment or complaint within three days and we seek to respond to feedback or provide resolution for complaints within ten working days. If it will take longer than this, we will inform you of any delay, within ten working days. Read more about our approach to equal opportunity and diversity.
We will draw on information received from your comments and complaints to improve on our services and products.
WHAT TO DO NEXT?
If you would like to make a comment or a complaint about us you can Contact the British Council Customer Service team in one of following ways.
Customers who require hearing and speech assistance, can also give feedback in written format.
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 Complaints Manager.
Complaints manager
Zeenathun Nauman (Manager, Customer Services) – Zeena.nauman@britishcouncil.org
Taking it further
When things have gone wrong we will do our best to resolve matters quickly and fairly. We will:
If you are not satisfied with the response you receive/action taken, you can take the matter further by contacting the complaints manager in the British Council office. Complaints that are not resolved to our customers’ satisfaction can be escalated to the British Council’s Corporate Enquiries and Complaints Manager in the UK. We will provide you with details of how to do this when we respond to your complaint.
If, following this, you remain dissatisfied, and then you may be able to refer your complaint to an external body for review.
EXTERNAL REVIEW
If you are not satisfied with the response you receive can request to have your case reviewed by an external body. The complaints manager will provide you with more information about the options available to you when he or she responds to your complaint.
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