Terms and conditions

It is important that you read and accept the IELTS test terms and conditions when you register for the test.

You also receive the terms and conditions in the Notice to Candidates, which is included with the application form.

The terms and conditions contain important information, including details of:

  • Test day arrangements
  • What you can take into the test room
  • The rules you need to follow
  • Test security
  • What you can expect from the results process
  • Cancellations process
  • How we use your information

Please note:  

Security at IELTS tests is important to us. As an added measure, all participants will be required to have their photograph taken by IELTS administrative staff on their test day. Please make sure that you review the photograph instructions supplied to you after you have booked your test.

Refunds and transfers

For cancellations up to five weeks before the test date, you will receive refund, minus an administration charge of 25% of the test fee.

To cancel your test date, please download and complete our Request for Refund or Test Date Transfer Form and send it via post or e-mail. (Please note that you must sign the form.)

If an original medical certificate confirming illness on the date of the test is provided within five working days of the test date, together with the Request for Refund or Test Date Transfer Form, the fee is refundable, minus an administration charge of 25% of the test fee. Only original yellow sick notes in German or English are accepted. If we have not received both the required documents at our office in Berlin by the fifth working day after the test, you will be marked as absent and forfeit all claims. Copies sent by fax or e-mail are not accepted. We recommend sending medical certificates by registered mail.

Please note that we do not accept sick notes issued by family members.

Requests for transfer of the test date are accepted up to five weeks before the test date and are free of charge. Please note that the new date must be within three months of the original date. In cases of illness, transfer is possible within five weeks of the test if an original medical certificate is provided within five working days of the test date, together with the Request for Refund or Test Date Transfer Form.

Candidates who receive a transfer to a new test date (either before the test or due to illness) and who are ill on the second test date are not entitled to a refund of the test fee nor to any further transfer to a new test date.

Please note that refunds can take 4 to 6 weeks to process.

Feedback

Providing feedback on our services

Please send all other IELTS related queries to ielts.plus@britishcouncil.de.

How can I provide feedback on any aspect of service by British Council Germany ‘s Exams Department?

We value your opinion

Good customer service is an integral part of our service to our clients. We hope to make your experience of dealing with the Exams Department of the British Council Germany an excellent one and we welcome your comments and suggestions about the service you have experienced when contacting us or using any of our products or services.

What we will do

All customer feedback is dealt with seriously and impartially and is responded to promptly – regardless of the subject matter or medium in which the feedback has been made. We will acknowledge your comment or complaint within three working days and will respond to your feedback within ten working days. Complaints that are complex may take longer to deal with. In these cases we will keep you updated on the progress of your enquiry. We will draw on information received from your comments to improve our services and products.

How to make a comment or complaint about IELTS Germany:

COMPLAINTS about the IELTS TEST DAY must be made on the test day using the required complaints form. Please do not forget to include your contact details. You will then receive a reply within 5 working days.

Any other feedback should be made by using our customer feedback form.

This can by returned to us by email or post.

In order for us to be able to respond to you, please provide your name, e-mail address and/or telephone number. Please also provide the date when the incident occurred so that we can identify the source of the problem and give you a satisfactory explanation.

Outside Germany

Contact the British Council Customer Service team in your local office. The contact details for all our offices worldwide can be found here.

Who will deal with your comments or complaint?

We aim to resolve most issues at the first point of contact. The first member of staff who receives feedback 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 cases where a customer’s comment or complaint is of a serious nature, the complaint will be referred to the Exams Manager.