Make a complaint
If there's something you're not happy with, we'd like you to tell us so that we can do better in the future.
Results cannot be changed through the complaints process. If you’re unhappy with a result, please use our post-results services.
Before you start
You can raise a complaint or ask for help in several ways. We'll help you find the best way to do that depending on who you are and what it’s about.
How to make a complaint
You can make a complaint by using our complaints form.
You should include:
- all relevant details
- what you’d like us to do to resolve the issue
- any supporting documents.
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.
What happens next
We’ll choose which team is best placed to investigate and respond to your concerns.
When we receive your complaint, we'll:
- Acknowledge your complaint within two working days.
- 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, our team will talk to you about a revised timescale.
Our principles when handling a complaint
We always do our best to resolve a complaint where it’s in our power.
We may not be able to resolve some complaints. This could be because it needs addressing elsewhere (eg by a school or college, or by our regulator, Ofqual). We’ll let you know if this is the case.
We reserve the right to stop communicating with you if:
- we’ve fully addressed a complaint
- we believe a complaint has become repetitive, unreasonable or abusive in nature.
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.