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.
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.
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.
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."
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.
We may publish compliments in the public domain alongside your first name where we have your consent to do so.
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.
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.
Please see our fair processing notice to understand how we process your personal data.
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:
If you're experiencing issues accessing the practice assessments please ensure you've tried the following before completing your complaint.
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.
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.
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.