Raising a complaint

We aim to provide a positive SQE experience. If you are dissatisfied with our customer service, administration, or assessment delivery, you can raise a complaint.

Candidates can submit an informal or formal complaint by following our guidance material below. Other customers, such as employers or training providers, should refer to the FAQs for their specific process.

Before submitting a complaint, read the Complaints Policy to understand the necessary steps and timing.

Consider if you want to make a complaint

Please consider whether you want to submit a complaint or, if the issue has arisen during the assessment, whether you need to submit a mitigating circumstances claim. Please refer to our information on mitigating circumstances.

A complaint cannot be used to adjust the mark awarded to the candidate, discount the assessment attempt, challenge decisions relating to mitigating circumstances, or a decision of the Assessment Board or the Appeals Panels (First or Final).

We have a five-step process to assist in the resolution of a complaint.

1. Informal resolution
2. Formal complaint
3. Investigating the complaint
4. Resolving the complaint
5. Request for review

How to make a candidate complaint

• 1

  If you are dissatisfied with our customer service, administration or delivery of the Assessment, you can make a complaint, either informally or formally.

  • If you have a complaint or concern at an assessment, you should talk to an SQE staff member at the time of the incident, as we may be able to fix the issue immediately.
  • You can also contact the candidate services team via 0203 486 3080.
  • If we aren’t able to resolve the concern at the time, or if you aren’t able to speak to us in-person, you should send an email to enquiries@sqe.sra.org.uk as soon as possible, and within five working days of the incident.
  • We will respond to you within 10 working days. If you are still not satisfied with our response, you can submit a formal complaint within 10 working days of our initial response.

  The issue was not able to be resolved, what can I do?

• 2

  Raise a formal complaint

  • If you are a candidate and want to pursue a formal resolution, you must submit the Formal Complaint Form.
  • If you are a customer you must email quality@sqe.sra.org.uk outlining the nature of the complaint and attach all relevant documentation.
  • The complaint 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 details of your complaint, including supporting evidence.
  • You must also state whether your complaint includes a complaint of discrimination and include the grounds for the allegation.
  • Make sure you read the Complaints Policy before making a complaint.

• 3

  Investigation

  • Once you have submitted your complaint, Formal Complaint Form, and supporting evidence, we will email you to acknowledge receipt within five working days.
  • An investigation will take place which will be independent of the event complained about. While we aim to conclude all reviews within 40 days of submission, we will notify you promptly should the timeline need to be extended.

• 4

  Resolving the complaint

  • We will send you the outcome of our investigation of your complaint via email to the email address registered on your SQE account.
  • Your formal complaint will either be:
    • Upheld in full
    • Upheld in part
    • Rejected

  If your complaint is upheld, or upheld in part, you may receive a refund for all or part of the assessment fee, and/or compensation for expenses and inconvenience.

• 5

  Request for review

  If you are not satisfied with the outcome of your formal complaint, you can ask us to review it.

  Find out more in the FAQs.