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Cancellations, refunds and complaints

If you’re unable to attend your test, you can rearrange it or cancel it.

You’ll get a refund if you cancel your test at least 3 days (72 hours) before you’re due to take the test. You will not get a refund if you cancel or rearrange within 3 days of your test.

Cancel your test

  1. Sign into your Life in the UK account.

  2. Select ‘Confirmed tests’.

  3. Select ‘Cancel tests’.

If you’re eligible for a refund due to cancellation, the £50 fee will be refunded to the card you used to book the test. You do not need to contact UK Visas and Immigration.

You can then book a test on another date.

Ask for a refund

You can ask for a refund if the test centre cancels the test.

You cannot ask for a refund if you:

  • brought the wrong ID
  • were ill
  • were late
  • did not bring the right documents
  • refused to have your photo taken

You must ask for a refund within 3 months of the test date. The fee will be refunded to the card you used to book the test.

Contact PSI to ask for a refund.

support@lituk.psionline.com
Telephone: 0800 015 4245
Monday to Friday, 8am to 8pm
Find out about call charges

Or write to PSI e-Assessments.

PSI e-Assessments
2nd Floor
Boardman House
64 Broadway
London
E15 1NT

Make a complaint

Contact PSI to make a complaint.

complaints@lituk.psionline.com
Telephone: 0800 015 4245
Monday to Friday, 8am to 8pm
Find out about call charges

You’ll get a response within 10 working days.

You must make your complaint within 3 months of the test date.

View a printable version of the whole guide

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