How do I tell you if I am unhappy?

At ACCA we are committed to providing excellent customer service at every possible opportunity.

As with all organisations, there may be rare occasions when our service falls below an acceptable standard. If this happens, please send us full details of your complaint:

By email: complaints@accaglobal.com

Please provide your full name and ACCA registration number in your email.

If your enquiry relates to something other than a complaint, it will be re-routed to the appropriate department, which may lead to a delay in any response being provided.

If something happens at the exam centre that affects my performance, can I make a complaint?

ACCA makes every effort to ensure that you sit the exams in the best conditions possible. However, should you need to make a complaint, please contact the exam supervisor during the exam in order that everything possible can be done to rectify the situation.

If you feel that the situation has affected your performance, please inform ACCA directly by submitting details of your complaint via the Exams section of the myACCA portal

You must contact ACCA with details of any complaint by 15 June 2018 for the June session, in order for the situation to be investigated and taken into account in the results process.

Important information - please note that unfortunately complaints in relation to your exam centre will not be accepted for consideration following the 15 of June 2018, in addition will not be considered following the June 2018 results release.  Please ensure that you notify ACCA via the afore mentioned process, within the appropriate time period.

How long will it take to resolve my complaint?

ACCA aims to respond to all complaints within five working days. If your complaint is more complex, it may take more than 5 working days to resolve. If this happens, we will keep you informed throughout the entire process. Please note, these timescales do not apply to the Centre Complaints process. If submitting a Centre Complaint we will acknowledge your concerns via email advising of the next steps.

ACCA has secured recognition by a number of key educational regulators. If you have exhausted the ACCA Complaints process and you are not satisfied with the outcome then you may escalate your complaint to the appropriate educational regulator. The following educational regulators and the criteria for the complaints they will review are listed below:

Scottish Qualifications Authority (SQA) Accreditation

Customers resident in the UK and who are studying towards, or have completed an SQA Accredited qualification wishing to contact SQA Accreditation can do so using the following details:

Email: accreditation@sqa.org.uk
Telephone: 0345 213 5249
Fax: 0345 213 5011

Or in writing to:

SQA Accreditation
Scottish Qualifications Authority
The Optima Building
58 Robertson Street
Glasgow
G2 8DQ

To be eligible for a qualification accredited by SQA Accreditation, you must be resident in Scotland at any point prior to completion of the qualification.

Office of Qualifications and Examinations Regulation (Ofqual)

Customers resident in the UK and who are studying towards or have completed an Ofqual regulated qualification, wishing to contact Ofqual can do so using the following details:

Email: public.enquiries@ofqual.gov.uk
Telephone: 0300 303 3344 

Or in writing to:

Complaints
Ofqual
Spring Place
Herald Avenue
Coventry
CV5 6UB

The phone line is open on weekdays from 9am to 5pm.

To be eligible for a qualification accredited by Ofqual, you must be resident in England or Northern Ireland at any point prior to completion of the qualification.

Qualifications Wales

Customers who are resident in Wales, wishing to contact Qualifications Wales can do so using the following details.

Write to:

Qualifications Wales
Q2 Building
Pencarn Lane
Imperial Park
Coedkernew
Newport
NP10 8AR

Email the following address and title your email “Complaint”:

contact@qualificationswales.org

To be eligible for a qualification regulated by Qualifications Wales, you must complete your qualification at a centre based in Wales.

Council for the Curriculum, Examinations and Assessment (CCEA) Regulation

Customers resident in the Northern Ireland and who are studying towards or have completed a CCEA Regulation regulated qualification, wishing to contact CCEA Regulation can do so using the following details:

Email: ccearegulation@ccea.org.uk
Telephone: 028 9026 1200

Or in writing to:

            CCEA Regulation
            29 Clarendon Road
            Clarendon Dock
            Belfast
            BT1 3BG

To be eligible for a qualification accredited by CCEA Accreditation, you must be resident in Northern Ireland at any point prior to completion of the qualification.

Can I have guarantees this won’t happen again?

Your feedback helps us to identify opportunities to improve the service we provide. Steps will be put in place to ensure that you or any of our customers do not encounter a similar situation.

Last updated: 6 Jun 2018