We always aim to provide the highest level of service to our learners and teachers, but we know that sometimes things go wrong. If you have followed the formal processes such as an Enquiry About Results and made an appeal, you may find that there is still something you are unsatisfied about. For these situations, we have a process in place for you to make a formal complaint.
How to make a complaint
If there was a specific incident that you were concerned about, you should let us know within 15 working days of it happening.
Complaints about the conduct of an examiner must be submitted before you receive your results. If we receive a complaint sent after you have received your results, we won’t be able to look into it.
How to submit a complaint
So that we can investigate it fully, please describe the reason for your complaint with as much detail as you need to explain it. If not, we may need to get in touch with you to ask for more specific information.
Also include your full name, contact details and in what role you are submitting the complaint (are you the learner or their parent, guardian or teacher?).
Complaints can be sent to us in writing to [email protected] or by post to our customer services team at:
155 Talgarth Road
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 are identified, make corrections (or mitigate the effects) and ensure that it doesn’t happen again in the future.
If you are not happy with the decision you can appeal.