Policy and procedures

Our policies

This is where you'll find City & Guilds Customer Charter; how to manage cases of malpractice by centres and learners; equal opportunities; access to assessment and qualifications; age discrimination; and our late entry policy.

Find out more about our policies.

Quality assurance

We're continually looking to assure quality in everything we do.  We have documented policy and practice for externally verified assessments.  This section contains our Ensuring quality document - the essential policy document for all staff involved in assessment, as well as guidance on internal verification.

Find out more about our quality assurance.

How do I complain?

We do everything we can to make sure you get the best possible service.  However, sometimes we don't get things right.  When that happens, we always encourage you to tell us about your complaints, so that we can put matters right. 

We want to make it easy for you to tell us about your complaint.  We aim to give your complaint the attention it deserves, resolve it without delay and make sure you are satisfied with how your complaint was resolved.

Find out more about how to complain.

How do I appeal?

There are a number of possible situations where someone may wish to appeal to City & Guilds:

• Centre or learner appealing against an examination result
• Centre appealing against a City & Guilds decision concerning centre/qualification approval or registration/certification status
• Centre/centre staff/candidate appealing against a sanction/decision as a result of a malpractice investigation.

This section contains our appeals policy and details how to go about making an appeal to City & Guilds.

Find out more on how to appeal.