Appeals and Complaints

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

As a customer focussed organisation, we’re always looking at how we can improve and we value your feedback. We know that everything doesn’t always go to plan and if it doesn’t, we want to make it right.

Below, we’ve outlined some examples of our responsibilities as well as some of the responsibilities of our approved centres, this list should help guide you in the right direction for any feedback or complaints you may have.

NCFE responsibilities

Centre responsibilities

Issues with our website, Portal or any other system provided for or hosted by NCFE.

Delivery of a qualification and teaching, including external assessments.

NCFE employees, this also includes our external moderation staff and contractors.

Centre employees.


Support received by NCFE regarding delivery, training and centre visits.

Centre website, IT or any other system not provided by NCFE.

Qualifications, including content, grades, assessment outcomes and appeals.

Certificates not having been received (for learners, always speak to the centre first).

If the issue is NCFE’s responsibility, please follow our feedback and complaints process.

If the complaint is the responsibility of a centre then we advise you to contact them directly, following their complaints procedure (they should advertise this on their website). If you need support from us with this, or feel that the centre is not working with you to reach a satisfactory outcome, you can contact one of our Customer Support Assistants using the details listed at the side of the page or through our webchat function.