FAQs

How do I become a City & Guilds approved centre?

All the information you will need to get started is on the how to become a centre page.

How do I update/amend my centre details?

Please contact your territory office to confirm your centre details so they can validate the information. Alternatively, visit our change centre details page.

How do I amend candidate details? 

Please see the cohort/candidate management section of our Walled Garden help page.

How do I apply for a replacement certificate on behalf of a learner?

Please visit our replacement certificates page.

How do I apply for qualification approval for my centre?

Requests for approval for qualifications are managed by your local offices. Please contact your nearest international office, or your UK territory office.

How do I provide feedback or make a complaint?

We are always aiming to improve the quality of our services and welcome feedback to help us do this. If you have a complaint, or any suggestions for improvement about any of the services that City & Guilds provides, email us: feedbackandcomplaints@cityandguilds.com

We aim to acknowledge feedback and complaints within 1 working day. We aim to resolve your complaints within 8 working days; if your complaint isn’t resolved within 8 working days you will receive an action plan informing you of progress.

How do I apply for access to the Walled Garden?

You can apply for an account at www.walled-garden.com.

How do I amend my Walled Garden account details?

Contact online@cityandguilds.com. Don't forget to let us know your centre number and/or Walled Garden users ID.

I want to book a dated exam. What are the cut-off dates and associated fees for late entries?

Please see our illustrated summary of the late entry policy (PDF, 23KB).

How do I appeal?

It is our aim to treat each case fairly and consistently. However, if you disagree with a decision we have made regarding your candidates examination result, you can appeal against it. To download appeal documents, visit the centre documents library appeals page.

Using the City & Guilds logo

Using the City & Guilds Approved Centre logo boosts your profile and we would encourage active approved centres to seek permission to use it, for example on stationery, promotional material, prospectuses, signage and exhibition stands as well as in press adverts in order to promote courses leading to City & Guilds qualifications. There are certain rules and conditions attached to its use. In order to get permission to use the City & Guilds Approved Centre logo, please contact your territory office. A centre shall not use any other form of our logo without our prior written consent.

I have registered a candidate for the wrong qualification. How do I transfer to the correct qualification?

Register the candidates onto the correct route. Then e-mail centresupport@cityandguilds.com with the candidate's enrolment number, order number, qualification number and a reason as to why they were registered incorrectly. If your request is made within a month of the registration, we will be happy to cancel the incorrect registrations and credit your centre with a refund. If you have re-registered the candidates onto another route of the same qualification within a six month period of the original registrations, we will be happy to cancel the incorrect registrations and arrange for a credit note to be issued.

Can't find the answer to your question?

Try the links to the left or get in touch using the contact us page.

Become a City & Guilds centre

We can help ensure you have all the resources necessary to deliver the best possible experience to your learners.

How to become a centre >

Change centre details

It’s easy to let us know about any changes to your centre. Simply fill in our online Centre Update form (CU1). 

Change centre details >