Complaints and whistleblowing

Monday, 31 October 2011 17:34

Complaints

If you have a complaint about the quality of service you have received from Ofqual, we welcome your feedback and see this as an opportunity to improve our service.

Similarly if you have a complaint about an Awarding Organisation (AO) and you have exhausted the relevant AO's complaints procedure you may also raise this with Ofqual and an investigation can be made on your behalf.

You can tell us your complaint by either ringing our helpdesk on 0300 303 3346, by email at This e-mail address is being protected from spambots. You need JavaScript enabled to view it or by writing to us at:

Ofqual
Spring Place,
Coventry Business Park,
Herald Avenue,
Coventry
CV5 6UB.

You should include:

• a clear explanation of the nature of your query or complaint
• your full name and candidate number
• your centre name and number (school/college/training provider)
• the name of the awarding body/organisation
• the qualification or unit title and code number
• copies of any relevant supporting documents.

We will

• send an initial acknowledgement within 2 days of receipt of the complaint
• A substantive response to the complaint will be sent within 10 working days. If this is not possible due to the complexity of the investigation you will be notified and kept updated in progress.

Download our full complaints policy and procedure.

Notes:

If you have a complaint or appeal about your exam results, awarding body, school, college or training provider you should normally address these complaints to your place of study in the first instance and they will direct the complaint to the Awarding Organisation.

If you are unhappy with the way we deal with your complaint you can write to the independent Parliamentary Commissioner Administration (the ombudsman) via your local MP to request a review of your complaint. Following an investigation, the ombudsman may conclude that the complaint was wholly or partly justified, or that it was not justified. If the complaint is found to be justified, the Ombudsman can recommend that we should take action to resolve the matter. If, however, the complaint is found to be unjustified, the case may be closed.

In situations where correspondence between Ofqual and a complainant becomes vexatious, we will refer the complainant to our vexatious correspondence policy.

Whistleblowing

Whistleblowing is a term used when an individual discloses information relating to malpractice or wrongdoing and/or the covering up of malpractice or wrongdoing.

An individual may decide to make a whistleblowing disclosure to us to prevent harm or to hold an organisation to account.

An individual can make disclosures to us concerning or connected to:

• the development, delivery and award of regulated qualifications,
• matters affecting public confidence in regulated qualifications,
• National Curriculum assessment arrangements, or
• Early Years Foundation Stage assessment arrangements.

We are now a prescribed body under the Public Interest Disclosure Act 1998 (the Act). The Act provides protection for good faith whistleblowing on malpractice or wrongdoing.

For more details about whistleblowing, please read our policy

Ofqual’s preferred method of receiving whistleblowing disclosures is through our website using the whistleblowing report form.

Whistleblowing disclosures can also be made by calling our helpdesk (0300 303 3346) or by writing to:

Information and Investigations Manager
Ofqual
Spring Place
Coventry Business Park
Herald Avenue
Coventry
CV5 6UB

If you are concerned about malpractice or wrongdoing at work and you are unsure whether or how to raise this, you may find it helpful to contact the independent whistleblowing charity, Public Concern at Work (PCaW), for advice. PCaW can talk to you about how best to raise your concern. You can call them on 0207 404 6609 or email This e-mail address is being protected from spambots. You need JavaScript enabled to view it . To find out more about Public Concern at Work, please visit www.pcaw.co.uk.

Notes:

The full terms of the prescription can be found at http://www.legislation.gov.uk/uksi/2012/462/made#f00003

Last Updated on Thursday, 22 March 2012 17:38 Tags: Ofqual, education, examination regulation, qualifications, assessments