Complaints and feedback

We’re committed to providing an excellent service to all of our customers. We want to hear your feedback on what we do well and how we can improve. We particularly want to hear from you when you feel we’ve not met your needs, so that we can investigate, respond to your complaint, and do better in future.

Feedback

If you have feedback on our products and services relating to a particular subject, contact the relevant subject department.

You can also email us any general feedback at yourfeedback@aqa.org.uk

What to do if you’re unhappy with exam results

If you’re unhappy with the results from an exam or assessment, there is a separate enquiry process to investigate these concerns.

Further information about this process is published by the Joint Council for Qualifications (JCQ).

Malpractice

If you suspect malpractice in exams and assessments at your school or college, find out how to report this.

How to make a complaint

Students and parents: please contact your school or college first. They are in the best position to investigate your concerns, and liaise with us over the appropriate actions.

If you’ve already contacted your school or college and you’re not happy with the outcome, you can raise a complaint with us directly.

Contact us as soon as possible with your complaint. The sooner we can start investigating your case, the easier it will be to gather all the information needed to provide a full response.

To make a complaint, use one of the following options:

Phone: Call the relevant number on our Contact us page

Email: Write to the relevant subject department or email complaints@aqa.org.uk

Post: Send a letter to:
Complaints Team
AQA Devas Street
Manchester
M15 6EX

What to include

When you contact us, please give us as much information as you can to help us understand and investigate your complaint. Where appropriate, please tell us how you’d like us to resolve the matter.

Complaints procedure

Stage 1: Initial resolution

Where possible, we aim to resolve complaints at the first point of contact. In many cases complaints can be resolved quickly and effectively by the department that provided the product or service.

Please use our Contact us page to send your complaint directly to the relevant department. For example, speak to the individual subject team if you have any concerns about the content of any of our specifications.

When the department receive your complaint, they will:

  • acknowledge your complaint within two working days. They may contact you directly during this time to ask for clarification or further information
  • review your concerns and seek to resolve them
  • provide you with a thorough response within 10 working days.

It may not be practical or possible to resolve your complaint within 10 working days. In this case, the department will let you know, and talk to you about a revised timescale for resolving the issue.

Stage 2: Review by the Complaints team

If you’re not happy with our initial response, we’ll refer you to our Complaints team.

Our Complaints team will:

  • acknowledge your escalated complaint within three working days. As in Stage 1, they may contact you directly during this time to ask for clarification or further information
  • consider your concerns independently
  • provide you with a thorough, objective and impartial response within 10 working days.

It may not be practical or possible to resolve your escalated complaint within 10 working days. In this case, the Complaints team will let you know, and talk to you about a revised timescale for resolving the issue.

Ofqual

If you’re not happy with the outcome of our complaints procedure, you can raise your concerns directly with our regulator, the Office of Qualifications and Examinations Regulation (Ofqual).

Their contact details are shown below:

Phone: 0300 303 3344

Email: public.enquiries@ofqual.gov.uk

Post: Send a letter to:
Ofqual
Spring Place
Herald Avenue
Coventry
CV5 8BA

Complaint handling principles

We want to correct our mistakes and continually improve our services. We also aim to treat everyone politely and with respect. In return, we expect our staff to be treated respectfully and not in a way that is abusive or threatening.

We are an inclusive organisation. We don’t tolerate discrimination on the grounds of religion, gender, race, ethnicity, disability, age or sexual orientation.

We reserve the right to stop communicating with anybody who breaches these principles.

When our complaints procedure may vary

All complaints are different. Sometimes we may take a different approach so we can respond better to specific circumstances. If this happens, we will explain why we've done things differently.

Confidentiality

We adhere to the Data Protection Act. This means that any information you give us stays confidential.

You are welcome to submit your complaint anonymously. We will not reveal your identity unless we are legally required to, for example where we are compelled to do so by a court order.

We do our best to respond to anonymous complaints in the same way as we respond to other complaints. However, remaining anonymous could affect our ability to fully investigate a complaint, or could mean that an investigation takes longer than usual.