Information on this page tells you what we can and can’t help with. We take complaints about the quality of our service very seriously, and welcome your feedback about how we can improve whenever we fall short.
Information about how Edexcel can help you!
We want to help you as much as possible but some questions or complaints may need to be raised with your school, college or training provider, who can contact us on your behalf. We think it’s better for you to know this now, so your complaints can be resolved as quickly as possible.
There are two important considerations that may limit the actions we can take to address your complaint:
- Students and their schools have a relationship with which we cannot interfere
- Awarding organisations must adhere to policies set by regulators that are in place to ensure all students are treated equally
You can read more about our commitment to students and parents in our Customer Service Charter.
Roles and responsibilities
What about the regulatory bodies?
|The role of awarding organisations
||The role of your school, college or training provider|
|Awarding organisations, including Edexcel, offer academic and vocational qualifications to schools, colleges, employers and other places of learning and are responsible for:
||As a student, you have an arrangement with your school or college to take your qualifications. Your school or college are responsible for:|
- Developing and writing qualifications
- Providing examination and support material to your school or college
- Making sure your work is marked or assessed
- Publishing your results and ensuring your school or college have them on results day
- Providing a service for schools and colleges to query your results
- Printing and distributing your qualification certificates
- Registering you to take a qualification
- Teaching you the course and supporting your learning
- Making the arrangements for and facilitating your examination or assessment
- Providing you with the information you need about your exams
- Making any enquiries about results, or other Edexcel assessment related issues, on your behalf
- Claiming your certificate once you have finished the course
All awarding organisations must adhere to regulations set by the regulatory bodies.
The regulatory bodies formally recognise awarding organisations and their qualifications, and monitor their activities to make sure they are adhering to their regulations.
Find out more about our regulators.The role of Joint Council for Qualifications
There is also a body called the Joint Council for Qualifications (JCQ) who represent a number of awarding organisations. JCQ facilitate meetings between awarding organisations so they can share information, agree common practice, and respond collectively to stakeholders about matters of concern or issues raised in the media.
Find out more about the JCQ.
Complaints about your teacher, school, college or training provider
If you’re unhappy with the way your teacher is delivering an Edexcel course, or with a decision that’s been made by your school, college or training provider, you need to raise your concerns through their internal complaints process.
All schools or colleges who run Edexcel qualifications are required to create an internal complaints process before we approve them to offer our qualifications. We can’t investigate any complaints about your teacher or school unless you’ve taken your complaint through their internal process first.
The only exception is where you have evidence of serious malpractice at your school or college, in which case you should always contact us directly, with the relevant details, at firstname.lastname@example.org.