Complaints

Our complaints team 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 guidelines which allow us to deal with your query quickly and effectively.

COMPLAINTS CONCERNING EXAMINATION RESULTS

Teachers and Exams Officers should visit www.edexcel.com/results for more information on all our post-results services.

If you are a student or learner, and you are dissatisfied with your results, we encourage you to contact your school, college or learning provider to discuss the options that are available to you.

COMPLAINTS CONCERNING ALL OTHER MATTERS

If you are dissatisfied with the service you have received you can register a complaint by writing to us. Please state your centre number and any telephone reference numbers you have regarding your complaint. If you’d prefer to be contacted by telephone, please also provide your telephone number, along with the best time(s) and day(s) for us to contact you.
 
    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.

If you are dissatisfied with any aspect of our initial response, you may raise your concerns to an independent arbitrator (usually a senior member of the Edexcel team not directly involved with the original issue). We will endeavour to acknowledge your correspondence in writing, within two working days of receipt, and provide you with a full written response within ten working days.