Complaints and feedback about the service provided by AAT

We aim to provide an efficient and effective service that is valued by all our customers. We strive for continuous improvement and so value any feedback on how we are doing and how we can improve.

The standard you can expect from us is set out in the AAT Customer Charter

Customer feedback

We are always happy to answer any questions you might have and to listen to your comments. Whether these are compliments, complaints, or ideas for improvement.

If you feel that we have done something well, or have a general comment or suggestion about how we can improve things, please let us know. We review all feedback and aim to implement any appropriate actions identified at the earliest opportunity.

How to make a complaint

You can let us know about your complaint by contacting one of our dedicated support teams. Please provide as much information as possible so that we can investigate your complaint thoroughly.

​We will not respond to anonymous complaints, although we will respect your anonymity should you not wish to be identified. 

We will acknowledge receipt of your complaint within one working day, and aim to resolve it and provide a response within 10 working days. Where this is not possible, we will contact you to update you on our progress and provide a deadline by which we should be able to provide a full response.

Not satisfied with the outcome?

If you're not satisfied with the outcome of your complaint, you may ask for it to be escalated to a member of the AAT Executive team, or relevant team manager, who will investigate your concerns and provide a response, thereby exhausting the AAT complaints process. In doing so, please state clearly why you're not satisfied with the outcome of your complaint and provide any additional, relevant information you feel is appropriate.

If you are not satisfied with the response you receive from the AAT Executive team and your complaint is regarding one of AAT’s regulated qualifications, you may refer your complaint to the appropriate qualification regulator (details given below).