BSC Examinations customer service statement

BSC Examinations is committed to providing an outstanding level of customer service.

We will...

Information

  • publish accurate and up-to-date specifications on our website;
  • publish specimen papers, past papers and chief examiners' reports on our website;
  • publish our policies relating to equal opportunities, access to assessment, malpractice, and enquiries and results and appeals on our website;
  • publish examination timetables on our website at least 24 months ahead of examination dates;
  • publish assessment fees on our website;

Assessment

  • provide fit for purpose assessments;
  • ensure that assessments are valid, reliable, technically accurate and fair;
  • use suitably qualified and trained examiners to mark your assessment.

Fees

  • publish our fees on our website;
  • review our fees on an annual basis and publish the following year's fees by 1 September.

Communications

  • answer your telephone call within three rings;
  • identify ourselves by department and name when you telephone;
  • respond to all enquiries received by letter, fax, e-mail or telephone within two working days;
  • treat you politely and with respect;
  • listen to your views;
  • offer advice and help where we can;
  • use plain language and not use jargon;
  • not discriminate against you;
  • do what we say we are going to do.

Efficiency

  • acknowledge centre and candidate registrations and bookings within five working days;
  • issue examination notices in accordance with published timescales;
  • despatch question papers in good time for examinations;
  • issue results and certificates in accordance with published timescales;
  • allow candidates at levels 3 and above to access their results online.

Complaints

  • acknowledge your complaint within two working days;
  • log all complaints and track them to resolution;
  • assign an appropriately qualified member of staff to deal with your complaint;
  • respond fully or provide a progress report within ten working days;
  • for more complex complaints, conclude follow-up action within an agreed timescale;
  • allow you to take your complaint further by escalating it to senior management.

When we meet at our offices

  • we will create an accessible environment that is welcoming, safe and friendly;
  • make sure you are greeted upon arrival;
  • we will be on time;

Help us to help you

  • please note our timescales and let us know in good time when you need to book, transfer or cancel your examination;
  • let us know in good time if you need help or extra time to complete your assessment;
  • let us know in good time if you have a special need;
  • let us know immediately if you are unhappy with the service you have received;

How to comment

As an awarding body the BSC seek to support its centres, course providers and candidates, and provide them with the best customer care. We encourage feedback to help us improve and develop our services. Please contact us with your suggestions for improvements.

Contact details for this policy

Sarah Reed
Quality and Compliance Manager
BSC Examinations
London W6 9RS

Telephone: 020 8600 1035
E-mail: examinations@britsafe.org

First published: April 2004
Last updated: October 2008