"Service excellence - every time"
The pledge below makes a clear promise about the level of service you can expect from us, and outlines the standards we have in place around the quality, accuracy, manner and timeliness of our interactions with you. We will report back annually on our performance against these targets, continue to consult with you on priorities, and share the plans we develop to continue to improve.
Edexcel Service Pledge 2009/2010
Support for UK schools, colleges and training providers
Support for international customers
Support for candidates, parents and past learners
We recommend that candidates and parents contact the Examinations Office at your school, college or learning institution to receive advice on specific issues or concerns (including questions about exam papers or queries about grades).
Our telephone lines are open between 8am and 6pm, Monday to Friday.
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Use Ask Edexcel for registrations and entries, certification, fees, invoice content or any general enquiry about running an Edexcel qualification.
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Use Ask the Expert for subject-specific enquiries about the interpretation and delivery of Edexcel qualifications, including lesson planning, mark scheme application, topics and text.
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| Peer-to-peer support |
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Edexcel's online forums allow teachers to discuss topics related to running Edexcel qualifications with peers from other schools and colleges. If you’re already an Edexcel Online or ResultsPlus user, you can log in to Communities from Edexcel using your current username and password.
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Subject Advisor service
Get expert advice from the people who know with our Subject Advisor service, available in nine subject areas: History, Languages, Science, PE and Sport, English, Business, ICT, Geography and Art and Design. You can find out more about this service here.
Complaints
If you are dissatisfied with the service you have received you can register a complaint by emailing us at complaints@edexcel.com.
Please state your centre number and any telephone reference numbers you have regarding your complaint. Please also provide your telephone number, along with the best time(s) and day(s) for us to contact you.
You can also write to us at:
Customer Services (Complaints)
Edexcel
190 High Holborn
London
WC1V 7BH
Where possible, we will acknowledge your complaint in writing within two working days of receipt and provide a full response within seven working days.
Our complaints team exists to support our customers when they feel that our service has fallen below their expectations. This excludes matters relating to results publication, EAR (Enquiry About Results) and Appeals, where Edexcel adhere to JCQ and regulator guidelines which allow us to deal with your query quickly and effectively.
Complaint Escalation
Following our initial response, customers may ask for their complaint to be referred to an independent arbitrator (usually a senior member of the Edexcel team, unconnected to the issue). We will endeavour to provide you with a full written response within ten working days.