Complaints process
We are dedicated to providing excellence in service to our customers; both employers and learners. We recognise that superior complaints management – including ease of access for complainants, senior business engagement and timely resolution – will help us with service improvements and changes that positively impact upon our employers and apprentices.
A complaint can be raised by anyone. For this policy’s purpose, a complaint is defined as a verbal or written declaration of dissatisfaction regarding a service, process, product or indeed an individual, where there is a clear expectation that remedial action is required.
To ensure that complaints are understood in full and investigations are undertaken on the root cause of client issues, all complaints are required in writing to:
Appealing an examination result
In the specific case of a complaint or appeal regarding an examination result, in addition to documenting the details of the complaint/appeal please provide the following details to help with the investigation:
- Unique Candidate/Registration Number
- Date of Examination
- Title of Examination
- Time of Examination
- Language of Examination
- Format of Examination (e.g. online, paper-based)
- Location of Examination (e.g. online, venue – if a classroom-based exam)
- Contents and outcome of any investigation carried out by you relating to the issue
Please send this information and details of the complaint/appeal in writing to:
QA commits to the following timelines:
We will always attempt to contact you by telephone, where a phone number is available within 24 hours.
For complex complaints, we may need longer than 3 days in order to provide a robust and effective resolution, if we think we will exceed 3 days to resolve your complaint we will try to let you know in advance.
When looking into a complaint, we will investigate the specific occurrence or circumstance as well as considering the likelihood of the occurrence or circumstance occurring again.
Once an investigation has been completed, we will contact you to report back on our findings and, where appropriate, the actions we have taken.
Appealing the outcome of a complaint
In the unlikely event that you are unhappy with the way in which we have managed your complaint, you can appeal the outcome.
You appeal the outcome with QA by emailing a senior leader the details of your case:
Darren Bance
Managing Director, Education Operations
Darren.Bance@QA.com
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Our registered office and postal address is International House, 1 St Katharine’s Way, London, E1W 1UN
QA is registered in England No. 2413137