The JCQ always aims to deliver the highest standard of customer service when dealing with enquiries by email.Unfortunately, we are unable to respond to queries from parents/carers and candidates. Additionally, we cannot intervene in disputes between a parent and their child’s school or college.We welcome feedback and are pleased to receive comments and suggestions for improvement to our standards of service. If the JCQ fails to offer a satisfactory level of service, a complaints procedure is outlined below.
Complaints Procedure
Any person who believes that the JCQ has not handled their request properly, or who is unhappy with the outcome of the consideration of their request, has the right to make a formal complaint. If the issue cannot be resolved informally in discussion with the member of JCQ staff dealing with the request, formal complaints should be submitted in writing, by letter, to the Director General, JCQ, 124 Finchley Road, LONDON, NW3 5JS
If the complaint relates to the Director General, then the letter should be sent to the same address but should be marked ‘CONFIDENTIAL – for the attention of the Chairperson’. The complaint will then be considered by the Chair and the Board of Directors.
