3. Cancellations, refunds and complaints
If you can’t go to the test that you booked
You must cancel your test if you can’t make it.
You’ll get a refund if you cancel your test 3 days or more before the date of the test.
How to cancel
Sign into your Life in the UK account.
Select ‘Confirmed tests’.
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 don’t 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 can’t ask for a refund for any other reason, for example if you brought the wrong ID, you were ill, you were late or you didn’t bring the right documents.
You must apply for a refund within 3 months of the test date.
Download and fill in in the refund request form. Send it to the address on the form.
Make a complaint
Contact learndirect to make a complaint.
You can also fill in a complaint form. Post it to the address on the form.
You’ll get a response within 10 working days.
You must send your complaint within 3 months of the test date.