Pixacore

Complaints and Appeal Policy

What complaints can be considered?

Grounds for complaint might include:-

> A technical problem with your computer terminal.

> Disruption caused by another user of the test centre.

> Disruption caused by excessive noise in the test centre.

> Unscheduled interruptions to the test such as a fire alarm.

> Discrimination on the grounds of disability, race, age, or sexual orientation.

What complaints are excluded?

> Complaints about being refused access to the test centre or about the ID rules if you have presented incorrect ID.

> Complaints about being refused access to the test centre if you arrive late.

> Complaints about not being allowed to take drinks or food (which may damage technical equipment) into the testing room.

> Complaints about normal test centre conditions such as keyboard noise or other people leaving and entering the test room.

> Complaints about test centre staff going about their normal business, which includes giving assistance to other candidates in the testing room.

Finally, please note that appeals against the test score will not be considered.

How can complaints be resolved?

During your test If you have a problem during your test the easiest and most effective way of dealing with it is by raising it with test centre staff DURING YOUR TEST.

So, if you need another erasable note board or pen, or would like to use ear plugs, or someone is making an unreasonable amount of noise, or you aren’t sure about something – even if test centre staff have already explained it to you – put up your hand and ask.

Remember that the invigilators are there to help you and will respond as quickly as possible. If you do not ask test centre staff to remedy an issue when it arises there is very little we can do about it later.

At the test centre after your test

If, however, you do not feel that the issue was satisfactorily resolved, or if you feel that it affected your work, then the best thing to do is to make sure that the incident is recorded by the test centre staff. You do this by asking staff to give you an incident number before you leave the test centre.