Complaints procedure

How to complain about Ofqual or the organisations we regulate.

We take complaints about the work we do and the people who work for us very seriously. Complaints are an opportunity for us to put right and learn from mistakes and to improve on what we do.

Complaining about Ofqual

You should complain to us using the address at the bottom of this page if you have experienced:

  • mistakes or poor service
  • unreasonable delay or failure to take action
  • unprofessional behaviour or conduct of our staff
  • bias or unfair treatment
  • failure to follow our published policies or procedures without a reasonable explanation

Your complaint needs to be made within 6 months of the incident you are complaining about.

We will respond to your complaint within 30 working days.

If you are not happy with our response you can then ask us to review it. You need to ask for this within 20 working days of our response to you.

If you’re still not happy after our review, you can refer your complaint to the Parliamentary and Health Services Ombudsman.

You can complain by phone, letter or email to:

Complaints

Ofqual
Spring Place
Herald Avenue

Coventry
CV5 8BA

The phone line is open on weekdays from 9am to 5pm

Read Complaints against Ofqual (PDF, 357KB, 11 pages) and Managing Unacceptable Behaviour Policy (PDF, 284KB, 6 pages) for more details.

Complaining about organisations we regulate

We deal with complaints about:

  • when an organisation we regulate does not comply with our regulations
  • the award of qualifications by organisations we regulate
  • issues that could undermine public confidence in qualifications we regulate

Before you complain to us, you should first use the appeal process of the organisation you want to complain about. We won’t normally follow up on a complaint unless you have first been through their full appeal process.

You can complain by phone, letter or email to:

Complaints

Ofqual
Spring Place
Herald Avenue

Coventry
CV5 8BA

The phone line is open on weekdays from 9am to 5pm

Read Complaints about awarding organisations (PDF, 315KB, 19 pages) for more details.

Malpractice

If your complaint is about malpractice, fraud or wrongdoing in a qualification, school, college or training centre then you should report it as malpractice. You do not have to appeal to the organisation first if it is malpractice.