How do I complain?

Whilst we always try to ensure that City & Guilds staff, local examiners, visiting assessors and external verifiers carry out their duties in a professional and responsible manner, there may be exceptional instances when you have been unhappy with the service you received from one of our centres.

You must first raise the matter with your course provider/centre using their formal complaints/appeals procedures.  If after doing this, you are unhappy with the outcome, you may raise your complaint with us, remembering to send copies of all correspondence between you and your centre relating to your complaint.  Please ensure you provide us with your enrolment number (if known), your date of birth and the details of your centre (centre number if known).
Please send to:-

Complaints Department
Customer Relations
City & Guilds
1 Giltspur Street
London
EC1A 9DD

or email to: -

feedbackandcomplaints@cityandguilds.com

Similarly, if you are dissatisfied with some aspect of City & Guilds' service, please direct a letter of complaint or email to either of the above addresses.

You can expect to receive an immediate acknowledgement to an email or in the case of a letter, an acknowledgement will be sent within 4 working days.  The complaint will either be resolved, or an outlined course of action will be sent to you within 12 working days.'