Service Level Agreements

We want to offer you the best service possible, so we work to tight deadlines to ensure you’re not left hanging around:

Additional Products Approval

Processed within 1 working days

New Centre Approval

Processed within 3 working days

External Quality Assurer

Allocated within 7 working days of candidate registration

Entries for External Assessment

Papers issued 7 working days before assessment

Results for External Assessments with multiple choice question papers
with multiple choice question papers

Issued within 10 working days of assessment date

Results for Functional Skills External Assessments

Issued within 6 working days of receiving assessment papers


Issued within 1 working day of receiving the properly completed claim

Answer phone calls

Within 2 rings 

Answer emails

Within 24 hours


If you’ve registered learners on the wrong qualification, don’t panic! Your Customer Support Assistant will be able to sort it out for you.

All you need to do is email your Customer Support Assistant with the details and they’ll do the rest. It’s as simple as that!

There is usually a small administrative charge to reflect the time it takes us to make the transfer and re-issue your paperwork.

Fast track entries

Have you ever found yourself in the situation where a tutor calls you to say they have a learner who wants to sit an assessment within a week?

“Oh, no! NCFE need 10 working days’ notice. What can I do?”

Don’t worry! We can help. For a fee of £12.50 per learner we’ll fast-track your entry and distribute the assessment papers to you in time. For details, please speak to your Customer Support Assistant and they’ll arrange it.