Our Customer Service team provides information and guidance about the British Council and its programmes and activities.
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. This could be about the service you have experienced when contacting us, or when using any of our products or services. We would also like to hear from you if a particular member of staff has provided exceptional service.
How to make a comment or complaint
- Online using our online form
- By e-mail at firstname.lastname@example.org
- By phone: +359 2 942 43 44 (Monday – Friday, from 09.00 to 18.00)
- By post: British Council Customer Services, 7 Krakra Street, Sofia 1504
- In person at the British Council Customer Services (Monday – Friday, from 09.00 to 18.00)
What we will do
All customers are dealt with seriously and impartially and are responded to promptly, regardless of the subject matter, medium or the country in which the enquiry has been made. We will draw upon information received from your comments and complaints in order to improve our products and services.
We aim to respond to all e-mail enquiries within three working days. With regard to written complaints, we aim to acknowledge your complaint within three working days and reply fully within ten working days. Complaints that are more complex may take longer to deal with. In these cases we will keep you updated on the progress of your complaint.
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 effectively to the customer.
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.
Taking it further
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.