Brand guidelines

Letters and emails

Letter and email standard content

The following letters and emails are intended to help you deal with common enquiries with a standard wording and format. However, it is very important that you make sure that you edit the letter according to the specific enquiry or complaint that you have received. If you have not addressed all the points raised by the correspondent, or included irrelevant information which was not requested, it will be very clear to that you are simply using a standard letter and have not taken the time to read the initial enquiry properly. Respond to enquiries using first names, unless local context suggests that you should use the more formal Dear Mr/Mrs etc.

Enquiry about a product/service/event

Dear Michael

Thank you for contacting the British Council regarding [insert name of product or service or event].

Further information about [insert name of product or service or event] can be found on our website, www.britishcouncil.org [extend web address to include more precise reference or point in direction of appropriate section].

I have enclosed [attached] further information about the British Council [and the product, service or event] which may be of interest to you.

Thank you for your interest in the British Council and please do get in touch if you need any further information.

Yours sincerely,


 

Enquiry about a British Council office location/opening hours

Dear Michael

Thank you for contacting the British Council regarding our office in [insert location]

The office is at [insert address]. Our opening hours for this office are [insert opening hours, for example 09.00–18.00].

You can also contact us by telephone on [insert telephone number] or by email [insert email].

Further information the British Council in >[insert location] can be found on our website, www.britishcouncil.org/ [insert country name]

I have enclosed [attached] further information about the British Council [and the product, service or event] which may be of interest to you.

Thank you for your interest in the British Council and please do get in touch if you need any further information.

Yours sincerely,


 

Enquiry about exams

To be updated 28.9.12


 

Enquiry about the work of the British Council

Dear Enquirer,

Thank you for your enquiry regarding the work of the British Council.

We are a registered charity (not-for-profit organisation) and operate as an executive non-departmental public body.

Our purpose is to build mutually beneficial relationships between people in the UK and other countries and to increase appreciation of the UK’s creative ideas and achievements. We do this through the arts, science, education, English language teaching, exams, governance projects, knowledge & information.

Please see below some areas of our work:

  • British Council provides information and advice on studying in the UK and the UK education system: http://www.educationuk.org
  • We administer scholarships for international students to study in the UK (available in countries where we have an office).
  • We promote cultural links with the UK and overseas countries through art, science, education, etc.
  • We promote school links between schools in the UK and overseas: schoolsonline.britishcouncil.org
  • We offer UK examinations in overseas countries and promote the learning of English.
  • We administer development projects in the countries where there is British Council presence.

 

Further information about the British Council can be found on our website at: www.britishcouncil.org

In particular, you may be interested in the ‘About us’ section: www.britishcouncil.org/home-about-us.htm

For more information about our work please consult our current Annual Report. This is available to download at: www.britishcouncil.org/new/about-us/annual-reports/

I hope this information is helpful.

 

Response to employment enquiry

Dear Enquirer,

Thank you for your enquiry.

For information on British Council job vacancies and application procedures please see:

www.britishcouncil.org/new/about-us/jobs/Folder_jobs/Working-for-us/

We do not accept curricula vitae (CVs) and cannot hold details on file. In the UK, job vacancies can be advertised through the national press (mainly the Guardian newspaper on Wednesdays), and international journals such as the Economist. Specialist jobs are likely to be advertised in relevant professional journals.

If you are interested in working for the British Council in the UK on a temporary basis, we use a number of agencies to help us with this.  Please check with the agency you are registering with if they are affiliated with the British Council.

Please be aware that expressing an interest in working for the British Council does not necessarily guarantee that you will be assigned a temporary booking with us. There is no guarantee that a temporary booking will lead to a permanent contract.

If you want to work at one of our offices overseas you will need to contact your chosen office directly. You can find contact details of all our offices around the world at by using the ‘Global Office and Teaching Centre’ drop down menu at the bottom of the following page: http://www.britishcouncil.org/about/contact

Thank you for your interest in working with British Council.

Kind regards,


 

Response to a complaint

Dear [Insert complainant’s name – it’s important to provide a personal service],

Thank you for your email.

The British Council takes all customer complaints seriously and I have therefore forwarded your email to………… for investigation and reply.

…………

Under the terms of our complaints policy you should get a formal response from the above to your complaint within 10 days.

Should you not get a reply within this time or if you are unhappy with the response you may contact the British Council Information Centre again for further advice.

Our contact details are:

general.enquiries@britishcouncil.org

If you contact us again about this complaint it would help us if you include the full history of the email, that is your original email, this reply and any other correspondence you have received. You can also add my name to the subject box so that I can deal with any follow up.

I hope that this is helpful.

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