To help make taking the IELTS test an enjoyable experience for you, we have prepared a list of frequently asked questions that will help with any dilemmas you may have. Please take a look at the answers below, and if still have any additional questions please contact us and we'll be happy to help.

Frequently asked questions during Covid-19

1. Are you planning to open new exam sessions? Where can I find information about available test dates in my city / area / country?

We have resumed IELTS testing with a limited number of test-takers per session as per quarantine requirements. New registration and testing are now conducted as usual. Please go to our registration page and choose the date convenient for you. 

2. My exam has been suspended and I have been transferred to another date. Can I change my choice again?

If you wish to change the date of your test, please fill in the Request for Refund or Test date Transfer Form, which you can find on our website. Please send it to ielts@britishcouncil.org.ua

3. How can I request a refund?

To request a refund, please follow the regular refund procedure.

4. Your office is closed to the public. How / when will I receive my test certificate?

Your IELTS Test Report Form will be sent to by regular mail to the address you provided to us on the test day.

You can access your IELTS results through your profile on the IELTS Candidate Portal. You can preview your IELTS test results 13 calendar days from the test date for paper-based tests and 5-7 calendar days for computer delivered tests.

IELTS results remain online for 28 days but should not be used as an official confirmation of your performance.

We are not able to provide test results over the phone, by email or fax for security reasons.

5. Can I collect my exam certificate from your office?

As we are currently not open to the public, your certificate will be sent to the address you provided to us on the day of the test.

6. Can you send a message to my university confirming that my exam was cancelled?

As you know, most countries have implemented quarantine measures and a lot of different exams have been suspended around the world.  Because of that many universities are revising their admission rules and deadlines, so we recommend that you contact your university directly to get first-hand information regarding their admission process for the period of quarantine and after it.

7. How can I contact Customer Service?

Currently, the best and most effective way to contact our customer service is to write to info@britishcouncil.org.ua.

Also, you can contact us by filling the form on our website at the link or by texting us in a private message on Facebook Messenger British Council Ukraine

Our telephone numbers:

+38 050 326 1286 

+38 050 379 0765 

+38 050 314 8624

Exams recovery

Is it safe for me to take an English test with the British Council? // I am enrolled for an exam session – what health / protection measures do you have in place?

The health of our test takers and staff is our priority. Before we open any test centre:

  • We ensure that we are following all local government safety guidelines as well as those of the British Council.
  • We brief our test centre staff so they are up to date on what to do and how to prepare for the arrival of test takers.

We have put the following measures in place to make our test centres as safe as possible:

  • Test venues will be cleaned thoroughly prior to each test session.
  • In the case of computer-delivered tests, all equipment will be sanitised prior to each session.
  • Our staff will be wearing masks.
  • You will be required to wear a mask in all common areas and maintain a two-metre physical distance at all times.
  • If you would like to, you may also wear latex gloves, although this is not required.
  • We will provide sanitisers throughout the test venue and we ask that all test takers use them regularly or wash their hands to help ensure a safe environment.
  • We will not provide pens or pencils to test takers. You will be asked to bring your own stationery on the test day. 
  • Please bring your own water as this will not be available at the Test Centre.

Do I need to wear a face mask at your premises?

All test takers and test day staff are required to wear masks in the common areas of the test venue.

Is there any limit on the number of customers inside your office/exam premises?

Our office, even in places where we have already re-opened delivery of exams, are currently not open to the public.

Test venues have limits on numbers of candidates that can be seated there. These will depend on local government regulations and the size of the venue. As we are maintaining physical distancing at all test venues, we will be able to accommodate fewer candidates than before Covid-19.

Do you provide gloves and disinfecting hand gel?

We will have hand sanitisers located at different points at the test venue. We will also ensure that there is liquid soap in the bathrooms so that test takers can wash their hands. 

We will not be providing masks, but test takers will be required to bring their own on the test day.

We will not be providing latex gloves. You can bring your own but they are not mandatory.

Registration

Where can I find more info about my exam session (venue, time, etc.)? 

A session timetable with all information required for the test day (venue, arrival time, test start time, etc.) will be sent to the e-mail you specified during registration. If you have not received any communication three days before the exam, please contact us at info@britishcouncil.org.ua

You will also receive a message from the test centre outlining safety measures and requirements for the test day.

How do I register an underage candidate?

First, you as parent or guardian need to register for an account on the Test Taker Portal with your own personal details. Once logged in, you should choose the option ‘Book a new test’ and then `Book a test for someone else’. Then you should register the underage candidate and give your consent as parent or guardian of the candidate.

Paying for your test

How can I pay for my test?

Once you register on our website, we will send you an email with the bank details and the amount that has to be paid. It usually takes three working days for the payment to go through. Once the payment is done, you will receive a confirmation email. You may also check the information regarding payment received on your Test Taker Portal in three working days after the payment.

Can I pay from abroad?

You can pay only in local currency (hryvnias) on the territory of Ukraine via direct bank transfer or via online banking (if you have an account in a Ukrainian bank). 

Can someone else pay for me?

Yes. Please make sure that a person who pays for you indicates the following information in the field “Purpose of Payment”: [IELTS / your family name / city / test date]

I have payed, but the status of my registration did not change. Have you received the money?

It may take up to 3 working days for the bank to process your payment. As soon as your payment is displayed in our system, you will receive a Payment Confirmation email.

To what account do I make the payment for my remark (EOR)

You can make the payment using the same bank details the you used for your IELTS test payment.

Time and date of the test

I have paid the test fee. When will I know the day, time and location of my test?

You will receive an email with all the details within five to seven days before the day of your test. Please make sure you also check your Spam / Junk folder in case it lands there.

Can I change the date of my test?

Typically, no, but an exception can be made by the Test Centre. You can send a request form at least five weeks before the test, together with the supporting documentation that indicates the reason why you cannot be present at the test on the specific date.

You can find additional information about this, together with the request form document on our IELTS cancellation and refund policy page.

Can I change the date of the speaking part of the test?

Typically, no, but an exception can be made by the Test Centre. You can send a request form at least five weeks before the test, together with the supporting documentation that indicates the reason why you cannot be present at the test on the specific date. 

You can find additional information about this, together with the request form document on our IELTS cancellation and refund policy page.

ID document

Can my driving license, residence permit or student’s ID card be accepted on test day?

No, only passport you provided during registration can be accepted as a valid document. 

I am not able to upload my ID document in my personal cabinet.

You can send your ID document to your Test Centre at ielts@britishcouncil.org.ua.

Getting my results and certificate

When can I see the results?

You can log in to the Test Taker Portal to see your results. IELTS results remain online for 28 days but should not be used as an official confirmation of your performance. If you have taken the paper-based test, you will be able to see your results 13 calendar days after the test date. For computer-delivered IELTS, the results are available five to seven calendar days after the test day.

You can find more information about this on our IELTS results page. 

Can I have my certificate delivered by post?

Yes, you have two options:

  1. You can indicate the full name of this person on the envelope that you fill in the beginning of your test. 
  2. You can also send an email to info@britishcouncil.org.ua, indicating the details of the test taker (name, surname, reference number, date of the test) and the full name of the person who is authorized to pick up your test certificate and their passport details. That person must have a valid passport with them to be able to pick up the certificate.

Can I have an additional copy of my certificate?

No, but we can send an official copy of the certificate to the educational institution you specify. We can send up to five of these copies for free. 

You can find more information about this on our IELTS results page. 

I have lost/damaged my certificate. How can I get a new one?

Please send your request indicating the details of the test taker (name, surname, reference number, date of the test) to ielts@britishcouncil.org.ua

Can I pick up the certificate with driver license, residence permit or student’s ID card?

No, you can pick up your certificate only with the passport you used when registering for the test.

Retaking the test

Can I retake one part of the test?

You can only retake the whole test. If you did not receive the score you expected, you can apply for your test to be re-marked. This is called an Enquiry on Results (EOR). You can choose which test sections you want to be re-marked and need to request this at the test centre where you had the test.

You can find more information about this on our IELTS results page. 

Does the grade from my previous test influence my new results?

There is no connection between the grades you get when taking the test multiple times.

If I was late for the test can I reschedule for another date?

If you are late for the test, it is not possible to reschedule the test. You would have to book a new test.

When can I re-take the test?

You can re-take the test any time. There are no restrictions on re-taking IELTS. You can book a test as soon as you feel you are ready to do so.

You can find more information about this on our IELTS results page. 

Can I get a refund if I missed the test?

No. You can get a refund minus an administration fee of 25 per cent of the test fee only in two cases: 

  • if you cancel your IELTS test up to five weeks before the test date 
  • If an original medical certificate confirming illness on the date of the test is provided within five working days from the test date. 

You can find additional information about this, together with the request form document on our IELTS cancellation and refund policy page.