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/eosupportfor contact details.

Complaints

We investigate complaints:

  • about our products and services
  • should you have a less than satisfactory experience on contacting us.
  • For further details see: aqa.org.uk/complaints