Last updated: 22 May 2007

We aim to improve the quality of our services continuously and welcome customer feedback to help us in this.

QCA services

If you have a complaint about any of the services QCA provides, or a suggestion for improvement, please contact the Customer Relations Manager.

You can make a complaint in writing, by fax, by email or by telephone.

QCA's Customer Relations Manager can be contacted at:

QCA
83 Piccadilly
London
W1J 8QA

Tel: 020 7509 5556
Fax: 020 7509 6666
E-mail: info@qca.org.uk
Textphone: 020 7509 6546

We will investigate and respond to a complaint within ten working days. If it is not possible to respond in full within that time, we will write to tell you what is being done and when you may expect a full response.

You can ask your MP to write to the independent Parliamentary Commissioner for Administration (the Ombudsman) to request a review of your complaint and how it has been handled if you feel we have not dealt with it fairly or reasonably.

Following an investigation, the Ombudsman may conclude that the complaint was wholly or partly justified, or that it was not justified. If the complaint is found to be justified, the Ombudsman can recommend that the organisation should take action to resolve the matter. If, however, the complaint is found to be unjustified, the case may be closed.

Making a complaint about a general qualification

Here are a few examples of some general qualifications (GCSE, GCSE in vocational subjects, GCE, VCE, GNVQ and AEA)

A guide to the complaints and appeals process for general qualifications for candidates and learners in England can be found within the QCA links on this page.

Please note that this applies only to exams taken in England. For exams taken in Wales contact ACCAC (www.accac.org.uk), and for exams taken in Northern Ireland contact CCEA (www.ccea.org.uk).

Regulatory authorities' policies

The Regulatory Authorities (QCA, ACCAC, CCEA) are committed to promoting continuing improvement and public confidence in the quality of external qualifications. This document sets out the procedure adopted by the Regulatory Authorities in dealing with complaints relating to all accredited external qualifications.

Any complaint will be investigated by reference to the relevant regulations against which the qualification was accredited. Currently this would be the Arrangements for the statutory regulation of external qualifications in England, Wales and Northern Ireland 2000, and any further relevant or subsequently issued codes of practice: Unified code of practice, NVQ code of practice.

In normal circumstances a complainant should first have followed and exhausted the centre and/or awarding body's complaints procedure. However where the complainant is dissatisfied with the outcome, they must write to the appropriate regulatory authority. Complaints about malpractice may be made directly to the Regulatory Authorities without reference to any centre or awarding body procedure. Contact details for the regulatory authorities in England, Wales and Northern Ireland are given in the procedures.