Feedback and complaints

At the Erasmus+ UK National Agency we aim to provide a high standard of service to our customers. Whether good or bad, we value your feedback about your experience. This page explains how you can give us feedback or make a complaint.

Feedback

Feedback on what we do helps us understand what is useful, and highlights potential changes or improvements in how we deliver the programme. Telling us what we do well, and what you think could be better, really matters to our team, helping us to promote best practice.

Please email us with the subject ‘Feedback’. We will pass on comments to the relevant team as required.

Complaints

What is a complaint?

We define a complaint as dissatisfaction with the service you have received from the Erasmus+ UK National Agency or from an organisation that has received Erasmus+ funding.  If your complaint is about an organisation that has received Erasmus+ funding, you are advised to exhaust the funded organisation’s complaint procedure before submitting a complaint to the UK National Agency.

When is a complaint an appeal?

We define an appeal as a request for a review of a decision taken by the UK National Agency that you feel is incorrect or unfair, and that you would like us to reconsider.  There is an appeals procedure for Erasmus+ applicants and beneficiaries.

How to complain

You should submit a complaint in writing using the Erasmus+ complaints form (250 KB). Please download the form and save it to your computer before completing it, then email your form, with the subject ‘Complaint’, to either the British Council or Ecorys UK:

Who will deal with your complaint?

Whoever receives your complaint, we will ensure it is directed to the relevant team to investigate and respond within the timescales detailed below.

What happens next?

We aim to acknowledge receipt of your complaint within one working day and to provide you with a full response within 10 working days. In more complex cases, it may take longer than this to respond, but we will keep you updated on progress.