Complaints

We’re committed to providing an excellent service to all of our customers - but if there's something you're not happy with, we'd like you to tell us so that we can investigate, address your concerns, and do better in the future.

Students and parents

You can find information and guidance about a number of topics such as exam changes, entry fees, special consideration, results, or post-results, within the exams administration section of our website.

If you have a concern you’d like to raise, contact your school or college in the first instance. They're usually best placed to answer any specific questions you may have.

Before making a complaint

Our customer support team will be happy to discuss any concern you may have, please call 0800 197 7162 or email eos@aqa.org.uk to speak to a member of our team.

For any subject-specific queries, you should contact the relevant subject department who will do their best to help you.

If you suspect malpractice in exams or assessment, follow our guidance on what to do.

However, if you'd like to raise a complaint with us directly, you can do so following our procedure:

Complaints procedure

Step 1 – making a complaint

To make a complaint, please complete our complaints form.

Once we've received your complaint, we’ll contact you within two working days.

Please include all relevant details and let us know what you’d like us to do to resolve the issue.

Include any attachments in your form too. If you have more than one attachment, use a zip file. Or you can send attachments to us when we contact you to acknowledge your complaint.

Step 2 – what happens next

We’ll choose which team is best placed to investigate and respond to your concerns. When they receive your complaint, they'll:

  • review your concerns and seek to resolve them
  • respond to you fully within 10 working days

If it’s not practical or possible to resolve your complaint within 10 working days, the team will talk to you about a revised timescale.

Step 3 – case review

If you’re not happy with our initial response, tell the person who has been handling your complaint that you’d like your case to be reviewed by our Complaints team. Your complaint will then be escalated on your behalf. Once the Complaints team receive this information they'll:

  • acknowledge your escalated complaint within two working days
  • review your concerns independently
  • respond to you fully within 10 working days

If it’s not practical or possible to resolve your complaint within 10 working days, the Complaints team will talk to you about a revised timescale.

If you’re not happy with the response provided by the Complaints team, you can request that they conduct a final review of your case.

Ofqual

If you’re not happy with the final outcome, you can raise your concerns with our regulator, Ofqual.

Phone: 0300 303 3344
Email: complaints@ofqual.gov.uk

Postal address:

Ofqual
Earlsdon Park 
53–55 Butts Road
Coventry
CV1 3BH

Complaint-handling principles

We always do our best to resolve complaints where it’s in our power. Sometimes we might not be able to resolve a complaint because it needs to be addressed elsewhere, for example by a school or college, or by our regulator, Ofqual. We’ll always let you know if this is the case. If we feel we’ve fully addressed a complaint, or if we believe a complaint has become repetitive, unreasonable or abusive in nature, we reserve the right to stop communicating.

We 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.