Complaints
Even after following the formal processes, such as enquiring about results and making an appeal, you may find there is still something you are unsatisfied with. In these situations, we have a process in place for you to make a formal complaint.
Making a Complaint
A complaint is any communication which records dissatisfaction with our processes and procedures, but which does not question results awarded.
| Complaints about exam results | If you do not agree with the results of your exam, you can query them with an Enquiry About Results form. If you are still unhappy, we have a formal appeals process which you can follow. |
| Complaints about specific incidents | If there was a specific incident that you were concerned about, you should let us know within 15 working days of it happening. |
If you make a complaint, we are committed to fully investigating this fairly, courteously, legally and without bias or prejudice.
How to Report a Complaint
So that we can investigate it fully, please describe the reason for your complaint with as much detail as needed to explain it. If not, we may need to get in touch with you to ask for more specific information.
In your submission, please include your full name, contact details and in what role you are submitting the complaint (for example, are you the learner or their parent, guardian or teacher).
Complaints must be sent in writing, by email or by submitting a support ticket:
What Happens Next
We will let you know once we have received your complaint and pass it on to an investigating manager. They will then gather evidence and investigate the reason for your complaint and reply to you in writing within 15 workings days.
If the investigating manager agrees with your complaint, we will make sure that corrective action is taken, doing what we can to identify all learners effected, make corrections (or mitigate the effects) and ensure that it doesn’t happen again in the future.
Appeals
If you are unhappy with the result of your complaint, you may make an appeal.
Further Information
Enquiry About Results
Submit a query about your results for them to be looked at.
Special Considerations
Request a special consideration within 10 days of the exam date.
Appeals
Submit an appeal if you are unhappy with your results.
Contact Us
For support and assistance, contact the Exams Team.