We’re here to help you every step of the way. Read our FAQs below where we’ve answered your questions around using the Portal, claiming certificates and more. 

I need some support with administration on the Portal, where can I go? 

The Portal User Guide has step by step guides on how to complete the following: 

• Bookings  
• Certification  
• Registrations 
• Results.  

I have made an incorrect certificate claim, what should I do? 

If the incorrect grades have not yet been banked, please contact your EQA. You can find details of your EQA on your quality and/or claim reports. 

Please complete the Incorrect Grade Submission Notification form if you have claimed for your learners’ grades incorrectly and they have been accepted/banked by your EQA. 

How do I claim certificates for my learners? 

All certificate claims are completed on the Portal, please refer to page 73 of the Portal User Guide for full instructions. 

I have received my certificate/s and noticed an error, what should I do? 

For any of the following reasons please complete the Invalid Certificate Notification Form:  

• The certificate lists different units to the ones completed by the learner, but the learner is still entitled to the award 
• The grades (if applicable) are not reflective of what the learner achieved  
• The qualification printed on the certificate differs from that which the learner completed or claimed. 

If the Learner’s name is incorrect on the certificate, you should not complete the incorrect certificate notification form. 

• For obvious spelling errors - if less than 3 months have passed since the certificate was issued, please go to Portal > Manage Learners to update the Learner details. A replacement certificate will automatically be issued with the updated Learner name 
• If more than 3 months have passed since the certificate was issued, please complete the Replacement Certificate Form. The centre should void the incorrect certificate and scan a copy to [email protected] and will be monitored from there. 

See our Fees and Pricing guide for applicable fees.  

I have not received my certificate/s, what should I do? 

Once you make a certificate claim, your EQA will accept or reject this within 72 working hours. Centres with Direct Claim Service (DCS) will have their claim accepted automatically. 

As soon as a claim has been accepted, an e-cert will be available on the Portal. The certificate will be printed within 24 working hours and sent to your centre address.  Our certificates are sent via Royal Mail, please contact our Customer Support team via the live chat on the website if you have not received your certificates within 10 working days of the accepted claim. 

We’ve received our Annual Approval fee invoice but we’re not working with you this session, what should we do? 

If you are considering leaving NCFE, we can put you in touch with our Business Development team to see if we can support you to stay with us. However, if you’ve made the decision to leave, you will need to: 

• Ensure all learners at your centre have been either certificated, withdrawn or cancelled. This includes learners from previous sessions 
• Contact [email protected] and notify us of your intention to lapse your centre. Our Customer Support team will be ready to help you through the rest of the process.