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, address your concerns, 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 give us general feedback using the feedback button in the footer (at the bottom of this page).

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 process to investigate these concerns. See our post-results services for more information on what’s available, including a flowchart summarising your options.

Further information about post-results services is also published by the Joint Council for Qualifications (JCQ).

Students and parents: contact your school or college first

If you’re a student or a parent, please contact your school or college with any concerns first. They are in the best position to investigate for you, and to then liaise with us over the appropriate actions.

As an exam board, we don’t regulate schools or colleges. If you’re unhappy with the quality of teaching you have received, or a decision that’s been made by your school or college, you should raise this with them.

If you’ve exhausted your school or college’s complaints procedure and you’re not happy with the outcome, you can raise a complaint with us directly. We’ll help you as much as we can, but there may be some information we’re not able to share, due to its confidentiality.

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

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

Postal address:
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 your desired outcome.

Please include an email address and phone number if you can, and let us know how you’d prefer us to contact you.

Confidentiality

You can submit your complaint anonymously if you want to. 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.

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 2 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 2 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.

If you’re not happy with the response provided by the Complaints team, you can request a final review of your case to make sure they’ve addressed your concerns as fully as they can.

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). See their contact details below.

Phone: 0300 303 3344

Email: complaints@ofqual.gov.uk

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

When our complaints procedure may vary

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.

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.