Complaints Procedure

Complaints procedure for British Council - Collaborate and recruit internationally

1. Introduction

British Council’s Collaborate and Recruit Internationally are a group of paid services provided to UK education institutions by the organisation’s network of overseas offices. The services include: partnering and consultancy, direct marketing, education intelligence, events and professional training and development. Their main purpose is to support the international marketing strategies of UK education institutions in overseas markets.  Institutions that meet the relevant entry criteria can register to access these services, either via the relevant manager in a given country, or via the team of UK-based account managers.

2. Complaints procedure

A formal complaint can be made in the event of a commissioned service not being delivered to the agreed standards. At the first stage, a formal written complaint should be made to the British Council staff member in-country who has led on the commissioning and delivery of the service. 

If the complaint has not been dealt with satisfactorily within 28 days from receipt of formal written notification, the complainant should refer to the British Council's formal complaints procedure here: https://www.britishcouncil.org/contact/about-customer-services