Our customer service commitment
Our customer service commitment
The Student Services team at Pearson offers administrative support and guidance to learners (and guardians of learners) studying BTEC, Edexcel and EDI courses within the UK and around the world.
From helping you locate information on our courses to replacing your lost certificates, we're here to help answer your questions where we can, or point you in the right direction when we can't.
We want to provide the best possible service but feel it's only fair to let you know that we have some limitations; we can't answer questions about what topics you should use in your coursework, explain particular points in the specification or give you feedback on your exam or coursework
Also, we are unable to discuss anything that relates to you as an individual (such as your results) as we must adhere to the data protection act at all times. Queries of this nature should be put to the centre where you studied.
We have joint agreements with other awarding organisations to ensure that every student is treated equally and therefore we sometimes have to say ‘no’ to your requests.
Our commitments to you
You've told us that you'd prefer to find information quickly and easily online, rather than having to call or email. So we've committed to make our website as user-friendly as possible and promise to listen to your feedback to constantly improve the information we provide online.
We appreciate that not all of our customers are able to talk to us during office hours, which is why we offer a range of ways for you to get in touch including phone, social media and an online web contact form.
We promise to answer your questions as quickly as possible but, with over 2 million learners studying our qualifications each year, we may not be able to respond as quickly as we'd like during busy periods.
We aim to:
• answer calls within 60 seconds
• reply to emails and online web forms within 5 working days
• respond to complaints within 10 working days.
Sometimes, to investigate complaints fully and provide a detailed response, we’ll need longer than 10 days. If this is the case, we’ll contact you to update you on our progress.