Supporting achievement

If you need to complain

Why your feedback is important to us

We value all customer comments and want to hear about matters affecting you so we can continuously improve our products and services.

What is a complaint?

A complaint is an expression of dissatisfaction which requires a formal response. We will investigate complaints:

  • about our products and services
  • if you have received a less than satisfactory experience after contacting us.

Complaints must be submitted within six months of the incident and will be handled sensitively and efficiently in line with our policy.

Complaints are usually resolved by the department you have been in discussion with/or contacted in the first instance. If this is not possible or if the department was the source of your complaint, the matter will be escalated to our complaints manager (see below).

Who can complain?

Anyone who has directly accessed our products or services can make a complaint. For most of our products and services this is normally a school or college. We advise students or parents to discuss concerns with their school or college first as it likely that they will have their own process or will act on your behalf as appropriate.

What is your complaint about?

If your complaint relates to any of our products and services, you have received a poor experience or feel you have been treated unfairly, we want to hear from you. So we can deal with your complaint as quickly as possible, please provide the following information (as appropriate):

  • the school/college number, name, address and contact number
  • your name (address and contact number if different from above)
  • the student number
  • the qualification and specification code the complaint refers to
  • any other products/services/experience the complaint refers to
  • an outline of the complaint
  • what you expect as an outcome to the complaint
  • copies of any relevant correspondence.

Complaints about exam results

If your complaint relates to results, Enquiries about Results (EAR) or Appeals, you must refer the matter to the school/college Head for initial advice. EARs provide various results checking services and any related complaints will only be managed through the complaints procedure if they can't be managed through EARs services.

How to contact us

Please send your complaint to us.

Our commitment to you

  • We will resolve your complaint as soon as possible
  • All complaints will be acknowledged within three working days of receipt
  • We will provide a full response within 10 working days
  • In cases where we need more time to fully address your concerns, we will let you know when you can expect a resolution

If you remain dissatisfied

You can appeal against the resolution of your complaint by writing to the Head of Performance Analysis, AQA, Devas Street, Manchester M15 6EX.

S/he will either review the case or assign it to an independent senior member of staff.

When will complaints not be pursued?

We reserve the right to cease corresponding with a customer if their correspondence is, in our reasonable opinion, frivolous, vexatious or abusive.

Confidentiality and whistle-blowing

Where a complainant wants to remain anonymous, we will not disclose their identity unless legally obliged to do so. We will keep you informed of extended timescales should the anonymity impact on our commitment to you. Sometimes we may need your contact details solely to inform you of an outcome/decision.

NB Anonymity may mean we can't fully investigate a complaint and thus result in no further action being taken.