Complaints Procedure

Complaints procedure for British Council Services for International Education Marketing

1. Introduction

British Council’s Services for International Education Marketing (SIEM) are a group of paid services provided to UK education institutions by the organisation’s network of overseas offices. The services include: tailored consultancy advice, direct marketing, education intelligence, exhibitions and face to face briefings. 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 SIEM 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. In the case of Education Intelligence (EI) services, the formal complaint should be sent to ei.support@britishcouncil.org.hk.

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