Candidate Regulations - Awards outside England, Customer service standards

Candidate Regulations

Candidate Regulations index

Awards outside England, Wales and Northern Ireland

The Qualifications Regulator’s logo(s) (Ofqual) on the certificate indicate that the qualification is regulated only for England, Wales and Northern Ireland. IoLET will undertake to listen to and consult with Welsh and Irish speaking customers to determine their needs and monitor demand for assessment through both languages. Where demand for Welsh/Irish medium or dual language provision is identified, IoLET will provide information and conduct assessments, if appropriate, in Welsh/Irish and English.

Customer service standards

IoLET is committed to providing a high quality support service for all our users. Our Customer service standards will help us monitor our service to you and continually improve it. If you wish to comment on these standards or any service offered by IoLET, please contact us direct using the contact information in the Customer service standards table below:

Service

Service statement

Service standard

General enquiries:

  • exams
  • centres, courses
  • fees, registration, closing dates
  • customer support

We will respond to queries received by:

  • telephone
  • fax
  • email
  • letter

 

 

  • 1 working week
  • 1 working week
  • 1 working week
  • 1 working week

Enquiries from centres:

  • fees
  • registers
  • invoices

We will respond to queries received by:

  • telephone
  • fax
  • email
  • letter

 

 

  • 1 working week
  • 1 working week
  • 1 working week
  • 1 working week

Centre approval/ registration

We will process requests

Within:

  • 1 working week

Issue of results

We will issue results for the following*:

  • CBS
  • DPSI
  • DipTrans

After end of exam:

 

  • no later than 12 weeks
  • no later than 12 weeks
  • no later than 14 weeks

Issue of certificates

We will issue certificates:

  • CBS
  • DPSI
  • DipTrans

At the following times:

  • by end of Oct
  • by end of Oct
  • by end of July

Enquiries and appeals

We will acknowledge requests within 1 working week

We will conclude process:

  • within set timescale

Special consideration

We will acknowledge requests within 1 working week

We will conclude process:

  • within timescale given for issue of results

Complaints not covered by special consideration

We will acknowledge

  • exam related complaints within 1 working week
  • Other Complaints

We will conclude process:

  • within timescale given for issue of results
  • within 1 month

Assessor registration

We will acknowledge requests within 1 working week

We will conclude process:

  • within 2 weeks of receipt of references

 

Contact Information

IoLET

Dunstan House

14a St Cross Street

London EC1N 8XA

General enquiries: +44 (0)20 7940 3100

Enquiries from candidates: +44 (0)20 7940 3127/3137 Enquiries from centres: +44 (0 20 7940 3152

Enquiries from assessors: +44 (0)20 7940 3156

Switchboard

T: +44 (0 20 7940 3100

F: +44 (0 20 7940 3101

E: exams.crd@iol.org.uk  www.ciol.org.uk  

General enquiries:

 E: info@ciol.org.uk