Appeals and Complaints

At NCFE we’re committed to delivering and continually developing the best possible customer experience.

Appeals

If you want to appeal a result or a particular decision we've made, NCFE has an appeals policy which covers enquiries about results, assessment and approval decisions.

To see how to proceed with this, please go to our Enquiries and Appeals about Results and Assessment Decision page.

If, after having read this policy, you want to speak to someone about appeals, you can contact our Customer Support Team using the contact details below.


Complaints

Centres (Schools / Colleges / Private Training Providers / Employers)

We try to get it right first time, every time, but of course sometimes things don’t go quite according to plan. If you’re unhappy about any aspect of the service you’ve received from NCFE we’d like to put it right.

  • contact your Customer Support Assistant who’ll usually be able to put right whatever’s gone wrong
  • if, after that, you feel that you need to escalate this further, you can contact our Head of Customer Support
  • if, after that, you feel that you need to escalate this further, you can contact our Customer Support Manager.

All of their phone numbers and email addresses are on our Customer Support Team page, so you can speak to them directly.

If you don’t have a dedicated Customer Support Assistant or you’re not sure who they are, you can still get hold of us in the following ways and anyone in our Customer Support Team will be able to help you, following the same complaints process:

Telephone:        0191 239 8000

Email:               [email protected]

Write to:           

Complaints at NCFE
Q6
Quorum Business Park
Benton Lane
Newcastle upon Tyne
NE12 8BT


Learners

If you want to make a complaint about an NCFE approved centre, we’ll do everything we can to help. However, before we can get involved, we need you to do the following:

  • first, raise your concerns with the centre directly and follow their complaints procedure.
  • if you’ve done this and you remain dissatisfied, please send us a copy of your complaint, the centre’s response and details of what you’re unhappy with so we can look into it for you.
  • if you’ve complained to the centre and haven’t heard anything back, please contact us and we’ll try to get in touch with them for you.
  • if you have reason to believe an NCFE centre is involved in fraudulent activity, please contact us directly.

If you want to make a complaint about NCFE, one of our Customer Support Assistants will listen and put right whatever’s gone wrong.

  • If you’re still unhappy, you can contact one of our Customer Support Team Leaders.
  • If, after that, you feel that you need to escalate this further, you can contact our Customer Support Manager.

You can find their contact details on the Customer Support Team page.


Complaints - Customers

We try to get it right first time, every time, but of course sometimes things don’t go quite according to plan. If you’re unhappy about any aspect of the service you’ve received from NCFE we’d like to put it right.

  • contact your Customer Support Assistant who’ll usually be able to put right whatever’s gone wrong
  • if you’re still unhappy, you can contact one of our Customer Support Team Leaders
  • if, after that, you feel that you need to escalate this further, you can contact our Customer Support Manager.

All of their phone numbers and email addresses are on our Customer Support Team page, so you can speak to them directly.

If you don’t have a dedicated Customer Support Assistant or you’re not sure who they are, you can still get hold of us in the following ways and anyone in our Customer Support Team will be able to help you, following the same complaints process:

Telephone:        0191 239 8000

Email:               [email protected]

Write to:           

Complaints at NCFE
Q6
Quorum Business Park
Benton Lane
Newcastle upon Tyne
NE12 8BT


Taking it further

If you’ve followed the above escalation steps and you still aren’t satisfied, you can ask to speak to a Director, who’ll make sure we’ve dealt with your complaint correctly and fairly.

We hope that we can always solve your issue for you within NCFE; however, if you‘re unhappy with our final response, you have the right to refer your complaint to the regulator for your country.

You’ll need to provide evidence that you’ve been through NCFE's full complaints procedure.


Whatever your reason for contacting us, our opening hours are:

Mon-Fri             8:30 – 17:00 (16:30 on a Friday) *

Weekends         Closed

*Excluding Bank Holidays and the period between Christmas and New Year


How we’ll handle your complaint                    

  • If you call us, we’ll deal with your complaint straight away.
  • If you write or email us a complaint, or send it online, we’ll contact you within one working day of receiving it and give you the contact details of the person dealing with the complaint.
  • We’ll do all we can to resolve your complaint on the same day.
  • If we don’t manage to resolve the complaint on the same day, we’ll keep you updated regularly, agreeing update times with you, until your complaint is resolved.
  • Afterwards, we’ll make sure that you’re happy with the way we’ve dealt with your complaint.