Complaints and feedback about service provided by AAT
At AAT we aim to provide an efficient and effective service that is valued by all our customers. We strive for continuous improvement and we welcome any feedback on how we're doing and how we can improve.
However, if you feel we've fallen short of our commitments, or you're unsatisfied with our products or services, please let us know. This will give us the opportunity to put things right. The standard you can expect from us is set out within our AAT Customer Commitment.
The AAT Customer Commitment
Our aim is to exceed our customer expectations by providing outstanding service and support. We do this through six commitments: putting the customer first, transparency, accessibility, ownership, commitment to quality, and adding value.
Before you make a complaint about an AAT service
We're committed to providing a high-quality service but understand that sometimes things can go wrong. Many matters can be resolved informally, so do contact our Customer Support team in the first instance as we may be able to resolve your concerns straight away. You can do this on customersupport@aat.org.uk or on +44 (0)20 3735 2468.
If you want to complain about an AAT approved training provider or assessment venue, or about the conduct of an AAT member, please use the links below.
Before raising a complaint, we ask that you review our complaints policy (PDF).
To ensure we have all the required information, we prefer for formal complaints to be made in writing.
If you want to provide feedback for us to address informally, rather than investigate fully, see the Feedback section below rather than raise a complaint.
Raise a complaint
We define a complaint as an expression of dissatisfaction relating to one of AAT's products or services, where there's an expectation for us to investigate the cause of the problem and to provide a resolution or remedial action.
You can let us know about your complaint in one of two ways.
- Contact our Customer Support team on +44 (0)20 3735 2468, who'll see if your concerns can be resolved at first contact. We're open Monday–Friday 09.00–17.00. If you remain dissatisfied and wish to enter our formal complaints process, you can complete our complaint form.
- Without contacting the team, Complete our online complaint form, which will then be sent to the relevant team for investigation.
We won't respond to anonymous complaints, although we will respect your anonymity should you not wish to be identified.
Give us your feedback
We welcome the opportunity to answer any questions you may have as well as listening to any general comments, feedback, suggestions, or ideas about how we can improve things. We define a comment or feedback as an observation or criticism that may require immediate action but does not require a full investigation.
Feedback is something that can be addressed informally and doesn't need to enter AAT's formal complaint process. All feedback will be recorded and shared with the relevant teams concerned so they can look at how improvements can be made.
Where relevant, we aim to implement any appropriate actions identified at the earliest opportunity. You can provide us with your comments and feedback on AAT services you use by completing this form.
Give us a compliment
We define a compliment as any expression of praise or commendation.
We always like to hear when we're getting things right. We share all compliments with the relevant members of staff, which helps them feel recognised for the great service they provide.
Compliments can also help us share good practice and ensure we continue delivering to the highest standard.
You can provide a compliment about a member of staff, a team, or something we've delivered, by completing this form.
What happens next
- We'll issue an acknowledgment in writing following the submission of your form to confirm receipt of your feedback or complaint along with confirmation of AAT's complaints policy.
- Your feedback or complaint will be assigned, and the investigation managed by the most appropriate member of staff.
- In providing our response, we will ensure that we have investigated your feedback or complaint thoroughly and provide an explanation and outcome to the concerns you've raised, along with any applicable next steps.
- Communication regarding your feedback or complaint will be done in plain language, avoiding technical language or abbreviations.
How long it takes
Our aim is to resolve your feedback or complaint and provide you with a response without delay or at the latest, within five working days.
Where this isn't possible, or in more complex cases, we'll contact and update you on our progress, and indicate when our investigations are likely to be completed, giving a deadline by which we should be able to provide a full response.
If you're not satisfied with the outcome
If you're not satisfied you can ask for the matter to be escalated.
For all escalated complaints, please email feedbackandcomplaints@aat.org.uk outlining your concerns, your reason for escalation, and any additional information. We will then:
- refer it to the appropriate manager
- ensure the correct processes were followed in investigating your complaint and that relevant considerations were applied
- provide a final response within five working days of your complaint escalation, thereby exhausting the AAT complaint process.
If after your escalation you're still not satisfied with the response, you can refer your complaint to the appropriate qualifications regulator listed below.
Qualifications regulators
- England: contact Ofqual.
- Scotland: contact Qualifications Scotland Accreditation.
- Wales: contact Qualifications Wales.
- Northern Ireland: contact the Council for the Curriculum, Examinations and Assessment (CCEA).
- Botswana: contact the Botswana Qualification Authority.
