Please scroll down for downloads relating to Complaints.

Complaints by Learners


Learners or their representatives should complain directly to the Centre concerned in the first instance, using the Centre’s Complaints procedure. Learners who are not satisfied by the outcomes are invited to make a complaint to Certa about the Centre, within 10 working days of receiving the unsatisfactory outcome.

Learners or their representatives who wish to complain about Certa services are invited to do so up to 25 days after the event occurred.

The complaint should follow the Certa Complaints procedure, which is available at the foot of this page and the completed Complaints form may be sent to by read receipt e-mail, along with a copy of the Centre’s response to the initial complaint. The form and centre response can also be posted to:

The Quality & Standards Manager
Certa House
Lower Warrengate

Certa will acknowledge all complaints and will tell the complainant what is happening at each stage. Please see the Complaints procedure for further details.

Complaints by Centres


Centres should complain to Certa within  25 working days of receiving the occurrence.

Downloads and On-line form:


Certa Complaints Procedure

Certa Complaints Process Flowchart

Certa Complaints Form