Centres and associates
We are committed to providing the highest level of service, so you are able to focus on successful teaching and learning.
We continuously review our products and services using a series of performance indicators and to act on them immediately should we fall below the standards we have set ourselves. 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 improve on in the future.
How to give us feedback
If you would like to give us your feedback, you can contact us using our customer portal and selecting ‘Feedback’ in the issue type drop down.
Your comments will be passed to the appropriate team for them to consider, the team will then be in touch with you directly within 5 days.
How to make a complaint
If you have a problem, our customer services team may be able to help you before you make a complaint.
You'll find their details on our contact us pages.
If not, you can submit your complaint through our customer portal by selecting the ‘Complaint’ in the issue type drop down.
Your complaint will be passed to the team that’s best placed to investigate and resolve it. You may receive a response in writing or by phone – whichever is most appropriate. We aim to respond to complaints in 10 working days.
Sometimes, to investigate your concerns fully and provide a detailed response, we’ll need longer than 10 days. If this is the case, we’ll contact you after 10 working days to update you on our progress.
FAQs
Yes, if you are unable to use the customer portal please post your complaint to the address below - please note due to government restrictions there may be a delay in the complaints team receiving the letter:
Customer Services Contact Team (Feedback and complaints)
Pearson Qualification Services
14 The Quays
Salford Quays
Manchester
M50 3BF
If you post your complaint to us, please include an email address and telephone number where possible in case we need to contact you for more information.
When making a complaint, please provide us with as much relevant information as possible, including:
your centre name and number/associate number (where applicable)
qualification, subject and candidate details (where applicable)
any previous reference numbers you’ve been given
copies of any relevant correspondence with us.
If you’ve followed the Pearson complaints procedure and would still like to take your complaint further, the following options are available:
Regulatory bodies
| In England | Ofqual https://contact.ofqual.gov.uk/ |
| In Wales | Qualifications Wales |
| In Northern Ireland | CCEA (general qualifications) |
| In Scotland - If you have a complaint about an SQA-accredited qualification (such as SVQs or BTEC (Scotland) | SQA Accreditation |
If you're from an international centre and are delivering or taking a qualification regulated by any of the bodies listed, you can also contact the appropriate qualifications regulator if you would like to take your complaint further.
Other bodies
In England and Wales - If you’re a learner taking Higher National Certificates (HNC) and Higher National Diplomas (HND):
Office of the Independent Adjudicator (OIA) - enquiries@oiahe.org.uk
- Check if your centre is a provider that is covered by the OIA scheme
Following the OIA process does not prevent you from pursuing a complaint or appeal with Pearson and you may choose whichever route(s) that you feel is the most appropriate.
In Scotland - If you're a learner at a Scottish college, who has exhausted the complaints procedure at your college and awarding body.
Contact the SPSO (Scottish Public Service Ombudsman)