Providing feedback on our services
Please send all other IELTS related queries to firstname.lastname@example.org.
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.
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.