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
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 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.
Or write to PSI e-Assessments.
PO BOX 10678
Make a complaint
Contact PSI to make a complaint.
You’ll get a response within 10 working days.
You must make your complaint within 3 months of the test date.