We value your opinion therefore if you would like to make a comment or complaint about us you can do this in one of four ways:

By online form

By email: customerservice@britishcouncil.org.my

By telephone: 03 27237900

By post: Customer Service Manager, British Council, Ground Floor, West Block, Wisma Selangor Dredging, 142C Jalan Ampang, 50450 Kuala Lumpur

Our office hours are Mondays to Fridays from 9am to 7.30pm and Saturdays and Sundays from 9am to 4.30pm

 How we will deal with your comment or complaint

We deal with all comments and complaints seriously.  We promise that we will treat your comment or complaint fairly and impartially.

We will not treat you differently because you have made a complaint.  We will not discriminate against you on the basis of your age, disability, ethnicity, gender, religion, belief, sexual orientation or any other irrelevant ground.

We aim to respond to you promptly – regardless of the subject matter, the way in which you contact us or the country in which your comment or complaint is made.

If we are unable to respond at the first point of contact, we aim to deal with your comment or complaint within ten working days of receipt.  If it will take longer than this, we will inform you of any delay within ten working days.

When things have gone wrong we will do our best to resolve matters quickly and fairly.  We will:

  • explain what went wrong and why
  • apologise when it is appropriate
  • take action to remedy the situation, when possible.