Complaints

If you have a complaint about any aspect of the SQE, please read the information below before getting in touch.

There are three categories of complainant defined in the complaints policy: 

• A candidate is any person who undertakes the assessment and who wishes to make a complaint to express concern or dissatisfaction with the administration or delivery of the Assessment.
• A customer is any organisation or third party that purchases an assessment on behalf of a candidate, and who wishes to make a complaint to express concern or dissatisfaction about the administration of the Assessment.
• Anyone else who may wish to complain or express dissatisfaction concerning an aspect of the SQE.

Candidate informal resolution

If you have a complaint or concern at an assessment, you should raise this with an SQE staff member at the time of the incident, as the issue may be able to be resolved immediately. If this is not possible or is unsuccessful, and you wish to pursue informal resolution, you should send an email as soon as possible to enquiries@sqe.sra.org.uk within five working days of the incident.

If you then wish to make a formal complaint, the window for doing so will be extended to 10 working days from the date of our response.

Candidate formal complaint

If an informal resolution is not possible or is unsuccessful, and you wish to pursue a formal resolution, you must submit the Formal Complaint Form. The form can also be found in the Help section of the SQE website.

The form must be submitted within 10 working days of the incident. If you have previously asked for an informal resolution, you must submit the form within 10 working days from the date of our response.

You will need to confirm the details of the assessment (if applicable) and the basis on which you are complaining including supporting evidence.

You must also state whether your complaint includes a complaint of discrimination and include the grounds for the allegation.

Once you have submitted your forms and supporting documents, we will acknowledge receipt of the complaint within five working days.

Make sure you read the complaints policy before making a complaint.

All information you provide will be kept confidential and only accessed as part of the complaints procedure.

Once we have acknowledged receipt of your formal complaint form, you will be informed of the outcome of our investigation of your complaint within 40 days.

Learn more: Formal complaint form

 

Complaint review

You can submit a request for a complaint review regarding the outcome of a previously submitted complaint. You must ask for a review within 10 working days of receiving the initial complaint outcome. To do this send an email with your request or query relating to your complaint to enquiries@sqe.sra.org.uk. Please write “Attention of the Director of Qualifications” in the email subject line.

We will acknowledge receipt of a complaint review within five working days. A request for review will be considered by a Complaints Panel within 30 working days of receiving the request.

You will be informed of the outcome within 10 working days of the review going to our complaints panel.

Make sure you read the complaints policy before making a request for a complaint review.

Learn more: Complaints policy

Customer formal complaint

To make a formal complaint you must submit an email outlining the complaint to enquiries@sqe.sra.org.uk within 10 working days of the incident. Full details of the complaint should be included in the email.

Once you have submitted your complaint, we will acknowledge receipt of the complaint within five working days.

Make sure you read the complaints policy before making a complaint.

All information you provide will be kept confidential and only accessed as part of the complaints procedure.

Once we have acknowledged receipt of your formal complaint, you will be informed of the outcome of the complaint within 30 days.

Learn more: Complaint policy

Other complaints

For all other complaints or expressions of dissatisfaction please send an email to enquiries@sqe.sra.org.uk or contact us to raise a complaint, and our SQE Operations team will investigate the matter.

Once you have submitted your complaint, we will acknowledge receipt of the complaint within five working days.