Whether you’re teaching, studying or administering a Pearson qualification, you’ll find the help and information you need here. Browse by topic, visit ‘Support for you’ to find support tailored to your role, or explore our range of services.
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Our commitment to customer service
We are committed to providing excellent service, so that you can focus on successful teaching and learning.
Contacting us by phone
You can contact customer services between 8am-5pm Monday to Friday, and the majority of calls will be answered by our helpful team within 40 seconds.
Emails and support cases
You can expect the majority of emails to customer services, or cases submitted through our support portal, to be answered within 2 working days. Where we are unable to resolve your query within 2 working days we will keep you updated until you have received a resolution.
Complaints and feedback
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. When you provide us with feedback, you will receive a response within 5 working days.
If you submit a complaint you will receive an acknowledgement within 2 working days. 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.
We are committed to offering our live chat service between 8:30am-4:30pm Monday – Friday. We’ve received fantastic feedback for this service, and you can access this through Edexcel Online and our support portal. You’ll receive a prompt and helpful reply from one of our customer services team.