Customer service standards

We provide a quality, cost effective service, complying with official codes of practice and focusing on efficient systems and effective communications.

Efficiency

We offer timely:

delivery of question papers, statements of entry, results and certificates
dispatch of publications
responses to enquiries (acknowledgment within five working days)
results query responses (generally 30 days but 18 days for Priority Service 2 and 40 days for remoderation)
processing for supplier invoices
processing for examiner claim forms (within 30 days)
responses to queries through the Standing Joint Committee and teacher associations.

Communication

We:

communicate with our stakeholders and customers in plain English
identify ourselves by name and department when you call
consult our stakeholders on how we can improve our products and services
offer as much information as possible at aqa.org.uk
publish free, comprehensive support and administration documents
publish details of our fees and charges at aqa.org.uk
run free teacher support, coursework and portfolio meetings
provide past exam papers, mark schemes, examiners’ reports and portfolio/coursework feedback free of charge.

Helping us to help you

If you have a query or some feedback, please contact your Regional Manager. See aqa.org.uk/eosupport for contact details.

Complaints

We investigate complaints:

about our products and services
should you have a less than satisfactory experience on contacting us.

aqa.org.uk/complaints