Complaints procedure

How to make a complaint, raise a concern (whistleblow) or report malpractice about an exam board, awarding organisation or qualification regulated by Ofqual.

Checkpoint: do you want to complain, appeal against your grade, or ask a question?

You cannot appeal against your grades using this complaints procedure. For information about the appeals process, see Appeal against a GCSE, AS or A level grade or the result of a qualification.
If you wish to complain about the service you have received from an awarding organisation, or from Ofqual, please first read all of the information on this page to ensure that your concerns are routed correctly.

We want all users of organisations and qualifications we regulate to receive a good service and to have things put right when they go wrong. In order for us to investigate your complaint or concern we may require some specific information to help us investigate your complaint and we will help you through this process.

Before you start

It will be useful to have documents or emails, awarding organisation, qualification and subject information to support your complaint or concern.

We can only investigate complaints about awarding organisations and qualifications that we regulate. An awarding organisation (also known as an exam board or awarding body) develops qualifications, issues certificates, diplomas or titles and learning outcomes of an individual following assessments.

Details of regulated awarding organisations can be found on Ofqual’s find a regulated awarding organisation service. Regulated qualifications can be found on the find a regulated qualification service.

Complaints we cannot deal with

If we can’t deal with your complaint, we will tell you and, where possible, suggest an alternative agency or organisation. Some examples where we may not be able to assist include:

where there is an appeals process to challenge an assessment decision or a candidate’s results for a qualification regulated by Ofqual – see instead ‘Appeal against a GCSE, AS or A level grade or the result of a qualification’
matters which have already been fully investigated through this complaints policy
issues which do not fall under Ofqual’s remit, for example, if your complaint is about the quality of teaching or training by a school or college - you should complain to the school or college involved
matters which are, or have been, the subject of legal or on-going regulatory action, or potential action
where you disagree with our policies

Please note, if you are seeking financial compensation, you may wish to seek independent legal advice. Ofqual is unable to award compensation and cannot provide this outcome.

Complaints we can investigate

You can make a complaint to Ofqual about how an awarding organisation:

handled a complaint made to them
carried out their responsibilities around registrations, certifications or assessments for candidates
managed arrangements with schools, colleges or training providers

You can also make a complaint about Ofqual regarding how we have carried out, or failed to carry out our work.

Reporting maladministration, malpractice, qualification fraud or whistleblowing concerns

You can report a concern about:

qualifications awarding organisations offer
exams and assessments in schools, colleges and training providers
your employer’s role in delivering a qualification (whistleblowing)

There are different reporting methods depending on whether you are reporting a concern of qualification fraud, maladministration, malpractice, or reporting a whistleblowing concern.

Maladministration

Maladministration generally covers mistakes or poor process where there has been no intention on the part of the person responsible to do any harm. It may involve some degree of incompetence or ineptitude, or may result from carelessness or inexperience.

Malpractice

Malpractice will generally involve some form of intent. It may also include circumstances where an individual has been negligent or reckless as to the consequences of their actions.

Qualification fraud

There are several ways qualification fraud may be committed. These include:

creating, buying or using fake certificates for regulated qualifications
delivering ‘fast track’ training which leaves out important and necessary content
helping learners cheat in tests by giving answers or taking a test on their behalf

Whistleblowing

You’re a whistleblower if you’re a worker and you report certain types of wrongdoing. This will usually be something you’ve seen at work though not always.

The wrongdoing you disclose must be in the public interest. This means it must affect others, for example the general public.

Submit a complaint or concern

Submit a complaint.

Report a maladministration, malpractice, qualification fraud or whistleblowing concern.

To get in touch about an existing report, email complaints@ofqual.gov.uk.

We will process and handle your personal data in line with our personal information charter.

To ensure Ofqual deals with all complaints equally and fairly, all complaints sent to other parts of Ofqual, including the Chief Regulator or board members, will be forwarded to the complaints investigation team for action.

Advice and support in making your complaint

You may find it helpful to have support to make your complaint. Your local Citizens Advice may be able to give you information and advice. There are other organisations that may be able to support people in specific situations, such as:

Someone who represents you and makes a complaint for you is called an advocate. If you decide that you want an advocate to make a complaint to us on your behalf, when they contact us about your complaint, we will check with you that you’re happy for them to do this.

You should make a non-emergency report to the police or make a report on the Action Fraud site.

For some qualifications you can also report directly to the appropriate industry body, contact:

Security Industry Authority about door supervisor licenses (commonly called ‘bouncers’)
Construction Skills Certification Scheme or Construction Industry Training Board about Construction Skills Certification Scheme (CSCS) cards
UK Visas and Immigration about English for Speakers of Other Languages (ESOL) International qualifications

If you are concerned someone may be at risk of harm

Ofqual is not a referral body for safeguarding, but we do signpost people at risk of harm to relevant advice and support.

If you are worried about immediate risk of harm to yourself or another person, please contact the police.
If you want to report concerns to a relevant organisation who can check out your concerns, please contact your local council.
If you are looking for someone to talk to about your concerns you might find it helpful to talk to one of these organisations, some of which you can contact at any time of the day or night:

The Samaritans
NSPCC (for younger people)
Hourglass (for older people)