Feedback and complaints form: AAT products and services

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 value any feedback on how we're doing and how we can improve.

We outline the standard you can expect from us in the AAT customer commitment.

If you feel we've fallen short of our commitments to you please let us know. This will give us the opportunity to put things right.

If your feedback or complaint is not about a service provided by AAT, don't use this form. Instead use the guides to:

See our privacy notice for details of how we process your personal data.

Please select what best describes you

Please provide your role at the centre

Your training provider

Your assessment venue

Your employer name

What would you like to do?

Feedback is an observation or criticism that might require immediate action but doesn't require a full investigation. It can be addressed informally and doesn't need to enter AAT's formal complaint process.

We aim to implement any appropriate actions as soon as we can.

Your AAT ID number (if applicable)

Your first and last name

First nameLast name

Your email address. If you're already a member with AAT, please provide the same email address you use to log in

Reason for your feedback

Our practice assessments are developed by our teams of subject matter experts alongside the live assessments to the same design principles.

The purpose of our practice assessments is to help students get used to navigating the assessment platform. They are designed to demonstrate different question types, and a sample of subject area coverage, that may be assessed in the live assessment. Practice assessments should not be used solely to determine whether a student is ready for the live assessment. It is against our regulatory obligations to provide a test identical to the practice assessments.

Queries related to practice assessments must first be discussed directly with your training provider. If you're unable to resolve your query, you can continue and submit your feedback form.

Our live assessments are developed by teams of subject matter experts against assessment design best practice principles. All topics assessed are included in the qualification specification.

In any one assessment, students may not be assessed on all content within a learning outcome, or on the full depth or breadth of a learning outcome. The content assessed may change over time to ensure validity of assessment, but all topic areas will be tested over time.

We are unable to provide any comment on queries/feedback relating to published materials that are not owned by AAT. Your query must be raised directly with the publisher.

Area you want to provide feedback for

Qualification

Unit

Reference to Practice Assessment 1 or 2 (or both) and the task number(s)

For example, "Practice assessment 1, Task 6(a)(i)"

Relevant task number(s)

e.g., Task6(a)(i)

Please provide more information regarding your feedback

If you have any supporting documentation you want to upload, please do so here

You can upload up to two files, up to 4MB each, in the following formats: jpg, jpeg, gif, png, rtf, txt, tex, doc, docx, xls, xlsx, pdf, ppt, pptx, odt, ods, odp, wpd or wps.

Date

Would you like us to contact you to discuss your feedback further?

We share feedback internally for our legitimate interests of improving our service and to pass on any positive feedback. We may also publish feedback in the public domain alongside your first name where we have your consent to do so.

For example, "David was extremely helpful and dealt with us in a fast efficient and pleasant manner - Jayne."

See our privacy notice for details of how we process your personal data.

Please select

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.

Your AAT ID number (if applicable)

Your first and last name

First nameLast name

Your email address. If you're already a member with AAT, please provide the same email address you use to log in

Your compliment, including the name(s) of the member of staff or area you want to recognise

We may publish compliments in the public domain alongside your first name where we have your consent to do so.

For example, "David was extremely helpful and dealt with us in a fast efficient and pleasant manner - Jayne."

See our privacy notice for details of how we process your personal data.

Please select

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.

Are you raising the complaint for somebody else?

In order to start our investigations once you've submitted this form, we'll need prior consent from the person on whose behalf you're raising the complaint.

Your AAT ID number (If applicable)

Your first and last name

First nameLast name

Please see our fair processing notice to understand how we process your personal data.

Your main relationship to the person on whose behalf you're complaining

Please provide the first name, last name, email address and AAT ID number (if applicable) of each person on whose behalf you're complaining. If they're already a member with AAT, please ensure the email address provided is what they would use to log into their AAT account

Your email address. If you're already a member with AAT, please provide the same email address you use to log in

Your contact number

Area CodePhone Number

Your country of residence

Main reason for your complaint

Reason for the complaint regarding the service provided

Reason for the complaint regarding payment and fees

Reason for the complaint regarding website and systems

Email of submission

example@example.com

Our practice assessments are developed by our teams of subject matter experts alongside the live assessments to the same design principles.

The purpose of our practice assessments is to help students get used to navigating the assessment platform. They are designed to demonstrate different question types, and a sample of subject area coverage, that may be assessed in the live assessment. Practice assessments should not be used solely to determine whether a student is ready for the live assessment. It is against our regulatory obligations to provide a test identical to the practice assessments.

Queries related to practice assessments must first be discussed directly with your training provider. If you're unable to resolve your query, you can continue and submit your complaint form.

If you're experiencing technical issues accessing practice assessments, please try:

clearing your cache and cookies
a different web browser
an incognito or private web browser.

If you're experiencing issues accessing the practice assessments please ensure you've tried the following before completing your complaint.

Make sure you're using a supported device and operating system.
- Supported: Windows 10, Windows 10 Enterprise, MAC OS 10.14 and higher.
- Not supported: Chromebooks; any device running on iOS, Android or Linux; tablets and mobile devices.
Check that .NET Framework 3.5 framework has been installed and/or activated.
Check that both required plugins have been installed and/or activated:
- PSI InApplication plugin: https://aat.psionline.com/phoenix/s/lw/PSIIAPlugin.msi
- Chrome plugin: https://chrome.google.com/webstore/detail/leneiifcmnfminekdbgbofkdddlkhcep.

If you're continuing to experience the issues after the steps above, for example seeing blank pages or error messages, please provide a screenshot of the error message you can see along with the link and steps you're taking to access the webpages at the end of this form.

Reason for the complaint regarding marketing

Reason for the complaint regarding certificates

Reason for the complaint regarding the live assessment

Our live assessments are developed by teams of subject matter experts against assessment design best practice principles. All topics assessed are included in the qualification specification.

In any one assessment, students may not be assessed on all content within a learning outcome, or on the full depth or breadth of a learning outcome. The content assessed may change over time to ensure validity of assessment, but all topic areas will be tested over time.

We are unable to provide any comment on queries/feedback relating to published materials that are not owned by AAT. Your query must be raised directly with the publisher.

Qualification

Unit

Relevant task number(s)

For example, "Task 6 (a)"

Reference to Practice Assessment 1 or 2 (or both) and the task number(s)

For example, "Practice assessment 1, Task 6 (a) (i)"

Has an incident report been submitted to AAT outlining the issue?

An AAT Assessment Incident Report Form needs to be completed and submitted by the exam invigilator/administration staff on behalf of the assessment venues to notify AAT of an event that disrupted or disadvantaged student(s) during an assessment.

Reason for the complaint regarding the Multifactor Authentication (MFA):

Date the assessment was scheduled or delivered

e.g., 2023/01/31

All incidents must be recorded in an incident report by the centre at the end of the next working day after you have sat your assessment.

Please provide more information regarding the complaint

If you have anything supporting documentation you want to upload please do so here

You can upload up to two files, up to 4MB each, in the following formats: jpg, jpeg, gif, png, rtf, txt, tex, doc, docx, xls, xlsx, pdf, ppt, pptx, odt, ods, odp, wpd or wps.

How would you like us to resolve your complaint?

Submission date

Feedback and complaints form: AAT products and services

Your details