Customer Service Statement
Active IQ is a truly unique and energetic awarding organisation that is consistently looking to improve the experiences of our centres and learners.
Our mission is to provide qualifications which are fit for purpose, dynamic and supported by innovative resources and we have set out to achieve this mission by incorporating a range of values into our everyday work:
- Creative — applying new ideas and concepts to push the boundaries of education and innovation
- Responsive — readily reacting to suggestions and influences
- Professional — conforming to and applying technical and ethical standards
- Supportive — proactively providing assistance with a positive and friendly attitude
- Flexible — willing to accommodate change or modification to meet the needs of our customers
We set ourselves extremely high levels of service expectations as we strive to maintain our reputation as a leading awarding organisation.
Below is a summary of our company commitments to our customers and which will be kept under regular review by Active IQ in light of experience and feedback.
Centre support
We will endeavour at all times to provide our centres with:
- A streamlined and supportive qualification application process
- A user-friendly and informative website and range of supporting materials
- High quality resources for all qualifications that will enhance your delivery, image and service that you offer your customers
- A dynamic technical team committed to providing qualifications that are fit for purpose and have the support of the appropriate Sector Skills Council and, where appropriate, will gain access to public funding
- An assurance that our business is conducted in a professional manner at all times, and offering you best value for money
- Technical qualification support available on a daily basis
- A knowledgeable and supportive External Verification team
- Amazing value for money
- Centre training days for all qualifications
- External Assessment results issued to centres within a 10-day period (if required)
- Certificates issued within a 15-day period (once certificate claims have been approved)
- Personalised training days to meet the needs of individual centres
General support
We will endeavour at all times to:
- Deal with all telephone and e-mail enquiries the same working day
- Ensure a respectful, friendly and supportive attitude at all times to everyone visiting and associated with the company, in whatever capacity
- Listen to and respond positively, in respect of feedback and suggestion
- Provide publications and assessment materials in the Welsh or Irish language, or in an alternative format, where appropriate and on request
Contact Active IQ
Complaints
Due to the high standards we expect of our staff and the service they should provide to our centres we don’t believe that we should have dissatisfied customers.
However, should a situation arise whereby you wish to complain about any aspect of Active IQ and the services we provide then please contact our General Enquiries team and we will look into the matter and either respond immediately and/or provide a more detailed response within 5 working days.
You can contact Ofqual by:
- E: info@ofqual.gov.uk
- T: 0300 303 3344
- F: 0845 0300 303 3348
Or in writing to:
Office of Qualifications and Examinations Regulation
Spring Place
Coventry Business Park
Herald Avenue
Coventry
CV5 6UB
