Unhappy with the service you have received?

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 so that everything possible can be done to rectify the situation.

If you feel that the situation has affected your performance during the September 2018 session, 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 14 September 2018 for the September session, in order for the situation to be investigated and taken into account in the results process.

Important information

Unfortunately complaints related to your exam centre can’t be accepted for consideration following 14 September 2018, and will not be considered following the September 2018 results release. Please ensure that you notify ACCA via the aforementioned 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 exam centre complaints process. If submitting a centre complaint, we will acknowledge your concerns via email advising you of the next steps.

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 regulator. The role of our regulators is not to overturn decisions made by ACCA but to ensure that we have followed our policies and procedures when handling your complaint.

ACCA is regulated by a number of regulatory authorities and the table below provides a summary of regulators and the ACCA qualifications they regulate.

RegulatorQualifications regulatedWill consider complaints from
Financial Reporting CouncilACCA Qualification – all levelsAll customers of the regulated qualifications
SQA Accreditation 

ACCA Qualification – all levels

Foundation-level qualifications

All UK customers of qualifications accredited by SQA Accreditation
Ofqual

ACCA Qualification – applied knowledge level

Foundation-level qualifications

All customers of the regulated qualifications (except those in Wales, Northern Ireland, and Scotland)
Qualification Wales

ACCA Qualification – applied knowledge level

Foundation-level qualifications

All customers of the regulated qualifications in Wales 
CCEA Regulation

ACCA Qualification – applied knowledge level

Foundation-level qualifications

All customers of the regulated qualifications in Northern Ireland

If you have exhausted the ACCA Complaints process and want to escalate your complaint, please refer to the regulator details below for how and when it is appropriate to do so.

Financial Reporting Council

ACCA is regulated by the Financial Reporting Council (FRC) in the UK. Customers who wish to contact the FRC regarding a complaint relating to the ACCA Qualification can do so using the following details:

Email: oversight@frc.org.uk
Telephone: 020 7492 2335

Or in writing to:

Financial Reporting Council
8th Floor
125 London Wall
London
EC2Y 5AS

 

Scottish Qualifications Authority (SQA) Accreditation

The ACCA Qualification and foundation-level qualifications are recognised on the Scottish Credit and Qualifications Framework (SCQF) and are regulated by SQA Accreditation. To be eligible for an ACCA qualification accredited by SQA Accreditation, you must be resident in Scotland at any point prior to completion of the qualification. Customers who wish to contact SQA Accreditation regarding a complaint relating to the ACCA Qualification or foundation-level qualifications 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

 

Office of Qualifications and Examinations Regulation (Ofqual)

Our foundation-level qualifications are recognised on the Regulated Qualifications Framework (RQF) and regulated by Ofqual. Customers who wish to contact Ofqual regarding a complaint relating to a foundation-level qualification 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.

 

Qualifications Wales

Our foundation-level qualifications are recognised on the Credit and Qualifications Framework for Wales and are regulated by Qualifications Wales. Customers who wish to contact Qualifications Wales regarding a complaint relating to a foundation-level qualification can do so using the following details:

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

contact@qualificationswales.org

Or in writing to:

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

 

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

Our foundation-level qualifications are recognised on the Regulated Qualifications Framework and regulated by CCEA Regulation. Customers who wish to contact CCEA Regulation regarding a complaint relating to a foundation-level qualification 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

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.