Feedback and complaints

Document Summary

This policy is for anybody wishing to raise a complaint regarding Pearson UK qualifications products and services.

Important: Qualifications results cannot be changed through the complaints process. For enquiries relating to results please use our Post Results Services.

Pearson Education Ltd – Our Mission and Values

Our purpose is simple: to help people realise the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. That's why our c. 18,000 Pearson employees are committed to creating vibrant and enriching learning experiences designed for real-life impact. We are the world's lifelong learning company, serving customers in nearly 200 countries with digital content, assessments, qualifications, and data. For us, learning isn't just what we do. It's who we are. Visit us at pearsonplc.com.

We are regulated by the UK qualifications regulators Ofqual (England), CCEA Regulation (Northern Ireland) and Qualifications Wales (Wales). Our regulatory policies are integral to our approach and articulate how we meet regulatory requirements. These policies are designed to support centres and students and set out clearly our approach to the design, delivery, and award of Pearson qualifications and services.

We recognise that issues may occasionally arise. When they do, we are committed to thoroughly investigating and addressing the root cause to prevent recurrence. We welcome your feedback, which will help us to improve the products and services we provide.

The qualifications included under this policy you can find on Pearson qualifications | Edexcel and BTEC | Pearson qualifications. To complain about Pearson Tests of English (PTE), use the designated complaints form on the Pearson PTE website, as the process varies depending on the specific issue.

1.0 Complaints can be raised through our support portal using the link below, by signing in and submitting a case and selecting 'Complaint' in the issue type drop down.

Contact Support

1.1 When making a complaint, please provide as much relevant information as possible, including:

• Your centre name and number/associate number (where applicable).
• Qualification type, subject and candidate details (where applicable).
• Any previous reference numbers you've been given.
• Copies of any supporting documents.

1.2 You will receive an automatic confirmation of receipt of your complaint, and you will be provided with a reference number, after which point your complaint case will be forwarded to the most appropriate team to investigate and resolve it. You will receive a response in writing or by phone.

1.3 We aim to respond to all the points you have raised in the complaint within 10 working days.

1.4 In some cases, a thorough investigation may require more than 10 days. If this occurs, we will contact you to provide an update and a revised timescale.

2. Complaints from students we cannot investigate

2.0 We strive to resolve complaints within our power. However, some complaints may need to be addressed by other organisations (e.g., a school or college, or a qualifications regulator such as Ofqual). If this is the case, we will tell you and, where possible, advise you on an alternative organisation that could help. If this is the case, we will advise you accordingly.

2.1 Concerns about assessment results received directly from students, parents or guardians. Candidates should speak to their school or college about this (except private candidates* who may contact us directly) and the Post Results Services processes should be followed. The complaints process does not:

• Make any changes to assessment results such as grade changes.
• Disclose assessment results with students, parents or guardians.
• Accept applications for post results services such as appeals.

*A private candidate is an individual who has not received any tuition at an approved examinations centre where they are entered for exams or assessments.

2.2 Complaints about schools or colleges, for example, about the quality of teaching or training and fees. These should be raised with the organisation involved. If you suspect malpractice or maladministration is taking place within a school or college, please visit our website for information on how to report this to us.

Escalation process

2.3 If you are unhappy with the initial outcome of the complaint, you may inform the individual handling your complaint that you wish to have your case reviewed further. The review will be conducted by our complaints team or an appropriate senior manager, depending on the nature of the complaint.

2.4 The aim of the review is to ensure all the points raised, have been fully addressed and in the correct manner. Whilst adhering to the relevant Pearson and regulatory policies if applicable.

2.5 If the Pearson complaints procedure has been completed and you wish to escalate your complaint, the following options are available:

2.6 If you are outside the UK and are delivering or taking a qualification regulated by any of the bodies listed in 3.3, you can also contact the appropriate qualifications regulator if you would like to take your complaint further.

3.0 We reserve the right to stop communication with you if:

• We have fully addressed your complaint.
• We have followed due process, and we are satisfied we have provided an adequate response.
• We believe your complaint has become repetitive, unreasonable, or abusive in nature.

3.1 We aim to treat everyone politely and with respect. In return, we expect our staff to be treated respectfully and not in a manner that is abusive or threatening. Any behaviour that contradicts this or that could be considered offensive will not be tolerated.