Contact Information 1. Edexcel Information Manual Section 1

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1 Contact Information Edexcel Information Manual Section

2 2 Contact Information

3 Contact Information Contact Information Contents Customer Service 4. What you should expect when you contact us 4.2 Ask the Expert 4.3 If you are not satisfied 4.4 Resolution timescales for written complaints 5 2 Regional Offices 5 2. General Information Regional office contact details 6 3 Other contact details 6 3. Entries, registrations and certification enquiries Centre records for changes to your centre s details Skills for life Onscreen testing (Adult Basic and Key Skills) Past records Payment of fees Post-Results services Training from Edexcel Publications Special Requirements 9 3. Ask the Expert 9

4 4 Contact Information Contact Information Customer Service Before you contact us, you may find the answer to your question on our comprehensive online service, Ask Edexcel at However, if you are unable to find the answer you are looking for, please contact us using one of the following services. Contacting us online If you would like to send an enquiry to our Customer Service team, please use our online enquiry form at If you have a subject-specific question regarding the content of our specifications, please use our Ask the Expert service at (See part.2 for further details.) Contacting us by phone If you wish to call us about: Telephone us on: GCE enquiries GCSE enquiries BTEC and NVQ enquiries Diploma enquiries DiDA and all other qualifications If you are calling internationally +44 (0) What you should expect when you contact us By telephone A member of the Customer Service team will answer your call. If for any reason it is not possible for them to resolve your query or information request, they will transfer you to another staff member who will be able to help. If no-one is available, your call will be logged and resolved within three working days. Please note that your call may be recorded for training and quality purposes. Online Online queries sent to us via the Ask Edexcel service (please see the Edexcel Online section of this Information Manual) will be answered within 48 hours..2 Ask the Expert Ask the Expert has been developed following extensive consultation to find out which services and support you need. Please see section 3. for full details of this service..3 If you are not satisfied If you are not happy with the way your enquiry or information request is handled by the Customer Service team, you can ask to speak to a Team Leader. The Team Leader will aim to resolve the query to your satisfaction.

5 Contact Information 5 If you wish to make a formal complaint in writing, you can contact the Customer Relations team. This independent team will carry out a detailed review of the way your request or problem was handled and will work closely with you to try and resolve the matter to your satisfaction. You can contact the Customer Relations team by writing to: Customer Relations Edexcel One90 High Holborn WCV 7BH Alternatively, you can send an to Resolution timescales for written complaints You can expect to receive acknowledgement within 24 hours of our receipt of your complaint, and to have it resolved within seven working days. If for any reason it is not possible to resolve your complaint within this time, we will contact you to agree upon a course of action. 2 Regional Offices 2. General Information We have six regional offices across England and Wales, all offering a further level of customer support for local centres. They support Schools, FE and HE Colleges and Universities. The six regional offices are based in: Birmingham Bristol Cardiff Leeds Manchester (supporting all centres in Wales and Ireland) These regional offices also act as a base for Edexcel s large cohort of regional-based Curriculum Development Managers whose role it is to provide guidance and support to their assigned centres on all aspects of delivering Edexcel s provision. To find the name of the Curriculum Development Manager responsible for your centre, please contact your nearest regional office. Who are the regional field staff? The team of Regional Managers and Curriculum Development Managers have responsibility for visiting centres and assisting on all aspects of your relationship with us. Furthermore, there are Office Managers and Customer Support Advisers who support the regional team and centres in their region. What do the Curriculum Development Managers do for their centres? They provide: advice, guidance and support to their assigned centres on all aspects of Edexcel policy and curriculum advice and support for senior managers local training/network opportunities.

6 6 Contact Information What is the role of the regional office staff? They aim to: provide advice and guidance to customers on a regional basis host regional training/network meetings for their centres work with the Curriculum Development Managers supporting centres in their region. 2.2 Regional office contact details Birmingham Telephone or Fax Bristol Telephone Fax Cardiff Telephone Fax Leeds Telephone Fax Telephone Fax Manchester Telephone Fax Other contact details Detailed below are other useful contacts from Edexcel. 3. Entries, registrations and certification enquiries For enquiries relating to the administration of Edexcel qualifications, you can call us on the numbers listed in part, the Customer Service section. You can also fax or enquiries related to candidate entry, registration and certification to the numbers below: BTEC/NVQ Fax GQ entries and certification Fax

7 Contact Information 3.2 Centre records for changes to your centre s details Amendments need to be sent in writing on letter-headed paper. Centre records Fax Address Centre Records Edexcel Operations 90 High Holborn WCV 7BH 3.3 Skills for life If you have any queries about the delivery of Edexcel Skills for Life other than those relating to registration, entry or certification, please use the details below. Skills for Life Fax Address Skills for Life One90 High Holborn WCV 7BH 3.4 Onscreen testing (Adult Basic and Key Skills) If you have any queries relating to the delivery of onscreen testing for Adult Basis and Key Skills, please use the details below. Onscreen testing Website Address (Services for Centres, Onscreen Testing) Onscreen Testing Edexcel One90 High Holborn WCV 7BH 3.5 Past records For queries regarding applications for confirmation of prior achievement with Edexcel, please use the details below. For GCE and GCSE Fax Address Edexcel Operations (Past Records) One90 High Holborn WCV 7BH

8 8 Contact Information For BTEC, GNVQ, NVQ and VCE Fax Address Edexcel Operations (Past Records) One90 High Holborn WCV 7BH 3.6 Payment of fees Fees, due 30 days from the date of the invoice, should be made payable to Edexcel Ltd and sent to: Address Finance Department Edexcel One90 High Holborn WCV 7BH Bank details HSBC Bank plc City of Corporate Office PO Box 25 8 Canada Square E4 5HQ Account number Sort code Post-Results services For Access to Scripts (ATS) and Enquiries About Results (EAR) (Services, 2 and 3) queries, please use the contact details in part Training from Edexcel For enquiries about our range of guidance and training services, please contact us or apply online. Telephone: Please use the qualification-specific numbers as listed in part of this section Fax Website Publications Publication content enquiries: Telephone: Please use the qualification-specific numbers as listed in part of this section For publication orders and order enquiries: Telephone Fax Address Edexcel Publications Adamsway Mansfield Notts NG8 4FN Alternatively order online at

9 Contact Information Special Requirements The following contacts list relates to AEA, GCE, GCSE, ELC and Key Skills qualifications. All queries concerning candidates with special requirements who are entered for these qualifications should be directed to the contacts below. Telephone numbers for Special Requirements (Access Arrangements, Special Consideration and Timetable Variations) Centre number Telephone number Fax number for Special requirements All centre numbers or Ask the Expert Ask the Expert has been developed following extensive consultation to find out what services and support you need. It will put you in direct contact via with around 300 senior examiners, moderators and external verifiers who will respond to your subject specific queries. What type of question should I send to Ask The Expert? The experts are there to help you with detailed subject queries concerning the teaching of Edexcel specifications. On our Ask the Expert webpage at you will find an enquiry guide; please check this to ensure that your question is appropriate to send to our experts. Questions that are more general or to do with the administration of the qualification (e.g. post results or entry related enquiries) should be directed to our customer service team on the usual number or to our online question and answer service, Ask Edexcel see the Other Contact Details and Online Services sections of this directory. By only sending appropriate questions to Ask the Expert, you will help us ensure that the service is more responsive. How do I submit a question to Ask the Expert? You can send your query to one of the expert addresses listed on the following pages. Your query will be allocated to one of our experts for the subject in question who will respond to you personally within two working days. You can also choose to submit your query using our online Ask the Expert enquiry form. The Ask the Expert webpage at contains a link to this form. As with s, please be sure to check the Enquiry guide to ensure your question is suitable. When can I expect to receive a reply to my question? Our experts will aim to respond to your question within two working days. Non-expert queries sent to the Ask the Expert service will take longer than this as we will have to forward them to our general enquiry service. To avoid this, read the Enquiry guide on the Ask the Expert web page at to ensure you are sending your question to the correct place.

10 0 Contact Information The following pages list all the Ask the Expert addresses: GCSE Arabic Art and Design Astronomy Business and Economics Chinese Citizenship Design and Technology Drama English English Literature French Geography German History ICT Italian Japanese Maths Modern Greek Music Physical Education Psychology Religious Studies Russian Science Spanish Urdu VOCATIONAL GCSE Art and Design Business Construction Engineering Health and Social Care ICT Leisure and Tourism Manufacturing Science

11 Contact Information IGCSE DiDA Accounting Arabic Art and Design Biology Business Studies Chemistry Commerce Drama Economics English English Language English Literature French Geography German History ICT Maths Physics Religious Studies Science Spanish Unit Unit 2 Unit 3 Unit

12 2 Contact Information GCE AEA Accounting Ancient History Arabic Art and Design Biology Business and Economics Chemistry Chinese Design and Technology Drama and Performing Arts Engineering English Language and Literature English Language English Literature French General Studies Geography German Government and Politics Greek History ICT Italian Japanese Law Travel and Tourism Maths Media Modern Foreign Languages Music Performing Arts Physical Education Physics Psychology Religious Studies Russian Spanish History Maths Religious Studies Spanish

13 Contact Information 3 GCE Applied O LEVEL Art & Design Business Health & Social Care ICT Leisure Studies Performing Arts Travel & Tourism Design Accounting Armenian Art and Design Bangladesh Studies Bengali Biology Chemistry Chinese Classical Arabic Commerce Computing Economics English Language English Literature French Geography German Gujarati Hindi History Islamiyat Italian Malay Maths Modern Greek Pakistan Studies Panjabi Physics Religious Studies Sinhala Spanish Swahili Tamil Thai Turkish Urdu

14 4 Contact Information ENTRY LEVEL CERTIFICATE Design and Technology English French Geography German History ICT Mathematics Physical Education Religious Studies Science Spanish SKILLS FOR LIFE Application Of Number Communication Improving Own Learning Problem Solving Working With Others ESOL ALAN ALAN Functional Skills English ICT Maths Diploma Society Health and Development IT Construction/Built Environment Engineering Creative and Media BTEC N/A BTEC N/A

15 Contact Information 5 BTEC FIRST BTEC NATIONAL Art and Design Aviation Business CCLD Construction Engineering Health and Social Care Hospitality IT And Computing Land Based Logistics Media, Music & Performing Arts Public Services Retail Science Sport Travel and Tourism Art and Design Aviation Business CCLD Construction E-Business Engineering Hair and Beauty Health and Care Hospitality and Catering IT and Computing Land-Based Logistics Media, Music & Performing Arts Public Services Retail Science Sport Travel and Tourism BTEC FOUNDATION DEGREE Business Computing Engineering

16 6 Contact Information BTEC HIGHER Applied Science Art and Design Beauty Therapy Sciences Business Computing Construction & civil engineering Early Years E-Business Engineering Facilities Management Health and Social Care Hospitality Management Land and Environment Media Music and Performing Arts Public Services Retail Management Sport Leisure And Tourism BTEC SECURITY All BTEC Security Related Paths QTLS QTLS

17 Contact Information 7 NVQ Accounting Advice And Guidance Beauty Therapy Building And Construction Business And Administration Business Start Up Children s Care Clinical Laboratory Support Communications Technology Contact Centres Custodial And Health Care Customer Service Design Emergency Fire Services Engineering Environmental Conservation Hairdressing And Barbering Health Health And Social Care Hospitality Information Technology Investigations Language Learning And Development Management Marine Vessel Operations Munitions Disposal Parking Control Pharmacy Services Playwork Policing Port Operations Providing Financial Advice Public Services Retail And Logistics Road Passenger Transport Security Sport And Recreation Supply Chain Management Teaching Assistants Youth Justice Service

18 8 Contact Information

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