Read over the written complaint form or letter in its entirety. You must understand what the complaint is about and ensure it is a valid complaint. Ask the complainant any questions you may have.
Investigate accusations by interviewing interested parties named in the letter, such as test administrators. You will want to determine the environment in which the test was given, if any outside disturbances occurred and was the student given adequate time to complete the test.
Examine test scores and answers to ensure that the grading process was fair and accurate. Many complaints may claim discrimination in grading when the test scores were in fact fair and non-discriminatory.
Read all applications to ensure eligibility requirements were met and proper identification produced. IELTS testing locations require an actual passport, not a copy. Submit all evidence and complaint forms to the British Council for consideration.
Await the British Council's decision. If the student was in fact treated unfairly and the complaint is warranted, he may be allowed to retake the test without requiring additional test fees. If the complaint is unwarranted, notify the student of the British Council's decision in writing, supplying a copy to any other interested parties.