Cancellations, refunds and complaints
You must cancel your test if you cannot make 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.
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 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 for any other reason, for example if you brought the wrong ID, you were ill, you were late, you did not bring the right documents or you refused to have your photo taken.
You must apply for a refund within 3 months of the test date. The fee will be refunded to the card you used to book the test.
Download and fill in the refund request form. Send it to the address on the form.
Make a complaint
Contact PSI 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.