Guidance
Annex A: Accepted Nature of Complaint and Specific Nature Of Complaint Values
Updated 11 October 2022
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| NatureOfComplaint | SpecificNatureOfComplaint |
|---|---|
| Assessors | Allocation of scripts/work to assessors |
| Assessors | Capacity |
| Assessors | Conduct/competence of assessors |
| Assessors | Delays in marking/moderation/verification |
| Assessors | Guidance and support to assessors |
| Assessors | Moderator visits |
| Assessors | Pay and conditions for assessors |
| Assessors | Training of assessors |
| Centres/third party contractors | Arrangements with centres |
| Centres/third party contractors | Arrangements with third party contractors |
| Centres/third party contractors | Centre administration/decisions |
| Centres/third party contractors | Centre appeals |
| Centres/third party contractors | Centre marking |
| Centres/third party contractors | Exam conditions |
| Centres/third party contractors | Teaching quality |
| Certificates | Errors in certificates |
| Certificates | Lost or late certificates |
| Certificates | Replacement of certificates |
| Data | Breach or loss of data |
| Data | FOI requests |
| Data | Other GDPR/data protection/confidentiality issues |
| Data | Subject access request |
| Delivery and exam admin | AO rules |
| Delivery and exam admin | Centre inspections/monitoring |
| Delivery and exam admin | Despatch of assessment materials |
| Delivery and exam admin | Entries |
| Delivery and exam admin | Missing/lost scripts |
| Delivery and exam admin | Script collection from centres |
| Delivery and exam admin | Timetable |
| Equalities and accessibility | Appeals against reasonable adjustments |
| Equalities and accessibility | Appeals against special consideration |
| Equalities and accessibility | Decisions in granting requests |
| Equalities and accessibility | Equality/accessibility |
| Equalities and accessibility | Reasonable adjustments |
| Equalities and accessibility | Special consideration |
| External policy | Policy issues |
| Fees | Cost of qualification packages |
| Fees | Cost of support |
| Fees | Cost of training |
| Fees | Fees of qualifications and post-results services |
| Fees | Invoicing |
| IT systems | Online marking system |
| IT systems | Online results system |
| IT systems | Online testing system |
| IT systems | Other external IT systems |
| Malpractice | Appeals against malpractice decisions |
| Malpractice | Conflict of Interest |
| Malpractice | False claims to qualifications |
| Malpractice | Malpractice investigations |
| Malpractice | Sanction |
| Malpractice | Security breach |
| Malpractice | Whistle-blowing |
| Qualifications | Coursework and internal assessment |
| Qualifications | Errors in assessment materials |
| Qualifications | Examined assessment materials |
| Qualifications | Marking criteria |
| Qualifications | Representation of qualifications |
| Qualifications | Specification |
| Qualifications | Withdrawal of qualifications |
| Qualifications support provided by awarding organisation | Events organised by awarding organisation |
| Qualifications support provided by awarding organisation | Guidance from awarding organisation |
| Qualifications support provided by awarding organisation | Past exam papers or other assessment materials |
| Qualifications support provided by awarding organisation | Teaching resources |
| Qualifications support provided by awarding organisation | Textbooks |
| Qualifications support provided by awarding organisation | Visits to centres by awarding organisation |
| Results and Post-Results outcomes | Access to scripts |
| Results and Post-Results outcomes | Appeals against decisions related to results |
| Results and Post-Results outcomes | Dissatisfaction with results |
| Results and Post-Results outcomes | Errors in results |
| Results and Post-Results outcomes | Grade boundaries |
| Results and Post-Results outcomes | Late results |
| Results and Post-Results outcomes | Quality of marking |
| Results and Post-Results outcomes | Quality of moderation |
| Results and Post-Results outcomes | Review of marking |
| Results and Post-Results outcomes | Review of moderation |
| Service provided by awarding organisation | Communications |
| Service provided by awarding organisation | Customer care |
| Service provided by awarding organisation | Social media |
| Service provided by awarding organisation | Website |