contact us banner

Feedback & Escalations

Giving feedback or making a complaint

Customer service staff image
Share your feedback or concerns with us so we can continue to improve your experience and provide excellent service.

To provide feedback or raise any concerns please complete the below form:

Submit Feedback or Escalation

For any other enquiries, you can also contact us by telephone or post:

Customer Experience Team
City & Guilds
4 Red Hall Court
Wakefield
West Yorkshire
WF1 2UN
T: 020 7294 8444


Feedback and complaints thumbnail

What happens next?

You will receive an acknowledgement within one working day. We will provide you with a reference number and the name of the person who will be handling your enquiry.

We aim to have a resolution for you within eight working days. In more complex cases, this may not always be possible. In these circumstances we will ensure that we keep you updated on the progress of your enquiry.

Confidentiality and whistle blowing

We will aim to keep your complaint confidential, but in some cases the circumstances may make it impossible to do so. In these situations we will discuss this with you before taking further action.


If you are unhappy with our response

If you are unhappy with the outcome, you can escalate your complaint to our regulators listed below:

England - The Office of Qualifications and Examinations Regulation (Ofqual)

OFQUAL
Earlsdon Park,
53-55 Butts Rd,
Coventry
CV1 3BH. 

Get in contact by telephone 0300 303 3344 or visiting the OFQUAL website.

Northern Ireland - Council for the Curriculum, Examination & Assessment (CCEA)

Julie McGovern
CCEA
29 Clarendon Road
Clarendon Dock
Belfast BT1 3BG

Email: jmcgovern@ccea.org.uk
Telephone: +44 (0)2890 261270
Fax: +44 (0)2890 261234
Text Phone: (0)2890 242063

Wales - Qualification Wales / Gymwysterau Cymru

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

Telephone: 0333 077 2701
Email: enquiries@qualificationswales.org

Scotland - Scottish Qualifications Authority (SQA)

Telephone: 0345 279 1000
Fax: 0345 213 5000
Email: customer@sqa.org.uk

It should be noted that learners registered on a Scottish Vocational Qualification have the right to complain direct to the regulator, the Scottish Qualifications Authority (SQA).

Complaints policy

This policy applies to all Centres offering qualifications and all Learners working towards City & Guilds regulated qualifications and other non-regulated qualifications such as End Assessment who wish to lodge a complaint or provide feedback.

Download the complaints policy