Complaints Procedure

Anyone can. That includes candidates, certifying bodies, organisations and training providers, employers, and holders of certificates. You do not need an account or to have bought anything.

You can complain for someone else if you say whose behalf you write on. We consider a complaint without a name if it gives enough detail to look into, but we cannot reply to it. A complaint never changes a candidate’s result, booking or access.

• Signed in as a candidate: choose Report a problem in the menu. Pick the category, name the exam if there is one, and say what happened in at least 20 characters. The page shows whether your report is Received, Being looked at or Resolved.
• Anyone else, or if you cannot sign in: write to info@xamina.io.
• Disagree with a result: use Request a review at the foot of the result. See section 5.

Please tell us who you are, what happened, when, which exam or certificate it concerns, and what you would like us to do. If you are not sure of something, send the complaint anyway.

In Report a problem, problems with the screen, camera, connection or timer are read by the Xamina team. Problems with a question, the supervision of a sitting or a booking are read by the certifying body that awards the exam.

If something goes wrong during a live sitting, write to us at once. We treat a sitting in progress as an emergency, not as a complaint.

A named member of our team logs every complaint, makes sure it is looked at, and writes the reply. The person who dealt with the matter you complain about does not decide your complaint. If you complain about that person, or about how we handled an earlier complaint, a person who was not involved decides.

• A person acknowledges your complaint, with a reference, within 2 working days.
• You get a written reply within 20 working days. It says what we found, what we will do, and where you can go next.
• If we need longer, we tell you before the 20 days end, with the reason and a new date, and we update you at least every 10 working days.

Working days are Monday to Friday, UK time, excluding public holidays in England.

The certifying body, not Xamina, decides whether a person is certified, refused, withdrawn or suspended, and it deals with complaints and appeals about those decisions. We run the platform and do not decide them.

If your complaint is about a result, a supervision ruling, a voided or withdrawn sitting, or a certificate, we send it to the certifying body within 2 working days and tell you in writing that we have, to whom, and when. The certifying body acknowledges it and decides it under its own procedure. We ask it to confirm to us that you were answered. If part of your complaint is about something we did, such as a fault in the platform, we answer that part ourselves.

• A review of your result. Use Request a review at the foot of your result. You need to give a reason in writing, you can ask once for each sitting, and you have fourteen days from the decision. The certifying body decides it and sends you its note.
• A decision of ours, such as a restriction under the Acceptable Use Policy: write to info@xamina.io. A person who did not take the decision decides your appeal.
• Your personal data. You can also complain to the Information Commissioner’s Office at ico.org.uk. See the Privacy Policy.

We keep a record of each complaint: who made it, what it is about, who handled it, when we acknowledged and replied, and the outcome. We use it to deal with your complaint and to look for causes we should fix, and we share it only with the certifying body concerned and with people who need it to act on it.