Complaints and appeals

Complaint or enquiry on results?

If you think a band is wrong, that is an enquiry on results and follows its own procedure. This page covers everything else: how you were treated, how long something took, a decision to void an attempt, or a malpractice finding.

Stage one — candidate services

Write to candidates@celptest.org setting out what happened, when, and what you would like done. Include your attempt reference. We acknowledge within two working days and aim to respond fully within ten.

Stage two — review

If the response does not resolve it, ask for a stage two review within twenty working days. The review is carried out by someone not involved in the original decision, and considers whether the procedure was followed and whether the outcome was reasonable.

Stage two responses are issued within fifteen working days and set out what was considered and why.

Stage three — the trustees

Where a stage two review does not resolve the matter, you may ask the board of trustees to consider it. The trustees look at the handling of the case rather than re-marking work, and their decision closes the internal procedure.

Appealing a malpractice decision

A finding of malpractice can be appealed at stage two. You are entitled to know what was found, to see the evidence relied on, and to respond to it before a final decision is confirmed.

A result is not published while an appeal against a malpractice decision is outstanding.