British Council – Independent Complaints Review (ICR) Service

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About this contract

The British Council’s products and programmes are accessed by a wide range of customers, including individuals, organisations and businesses. Operating in more than 110 countries, the British Council’s global customer service teams handle millions of enquiries each year, relating to all areas of the organisation’s work. Complaints are also handled by these teams, and are mostly resolved at first contact. Where matters are more serious, complex or specific, a mature internal framework exists for the escalation of these complaints, and is applied wherever in the world they may have originated from. We now want to introduce the option for individuals, organisations and businesses to request independent complaint reviews

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