Notification for ASDAN centres on Covid-19 can be viewed here

Customer Service

ASDAN aims to respond respectfully and effectively to all enquiries, complaints and compliments we receive, and provide outstanding service and high quality materials to our members.

ASDAN aims to ensure that:

  • telephone calls will be answered within five rings
  • emails will be replied to within two working days
  • online workshop bookings will be processed within two working days
  • centre registration applications will be processed within 10 working days
  • orders for books or curriculum resources will be sent out within five working days

Awarding summer 2020

As a response to the Covid-19 crisis all exams due to take place in schools and colleges this summer were cancelled. Ofqual was tasked with establishing two temporary regulatory frameworks – one for General Qualifications (GQs) and one for Vocational and Technical Qualifications (VTQs). These would allow awarding organisations and exam boards, such as ASDAN, to assign a grade to as many learners as possible this summer in a fair and consistent way, enabling those learners to progress to the next stage of their learning or employment with qualifications that would be recognised by educational establishments and employers. 

The frameworks were developed in consultation with stakeholders across the education sector on an almost unprecedented scale. 

Our process

For the exceptional circumstances experienced in summer 2020, we have offered our members the opportunity to request a moderation or have a calculated award for learners.

Centres seeking to gain a calculated award for learners this summer have submitted information to us to provide evidence of the work completed by 20 March 2020. We have used this information to assess whether the learner would have completed the course, and assigned a grade or pass/fail to each learner accordingly. We then reviewed these grades to ensure they were awarded fairly, using a model developed with the regulators.

The results for learners who had been undertaking the Certificate of Personal Effectiveness (CoPE) Level 3, the Award of Personal Effectiveness (AoPE) and the Extended Project Qualification (EPQ) were made available on Thursday 13 August.

The calculated results for learners who had been undertaking ASDAN’s other qualifications were made available on Thursday 20 August.

ASDAN complies with the requirements of the Extraordinary Regulatory Framework for summer 2020.

Complaints, Compliments, Comments

Please read our Complaints, Compliments and Comments procedure and fill out the attached form if you would like to pass on your feedback. You can also email any comments to info@asdan.org.uk

Enquiries, appeals, irregularities and malpractice

Any enquiries and appeals against assessment decisions should initially be discussed internally and, if not resolved, the Centre Co-ordinator should notify ASDAN. We will investigate your enquiry or appeal in accordance with our procedures for enquiries and appeals. Full details are provided in the Centre Guidance document, which is available to ASDAN registered centres.

Please read our policies for information on appealing results:

Information for learners

If you are a student or candidate and wish to complain about something that has occurred during your programme or assessments, we will normally expect you to use the complaints or appeals procedures of your institution.

All of ASDAN’s quality assurance policies are subject to annual review and evaluation to ensure that they are fair and reasonable, and that we continue to meet our statutory obligations as an awarding organisation.

Equal Opportunities Policy

ASDAN is committed to the principle of equality of opportunity for all, and opposes all unlawful or unfair discrimination on the grounds of ability, age, ethnicity, culture, disability, domestic circumstances, employment status, gender, marital status, nationality, religious beliefs, sexual orientation or social background.

To meet this commitment, we aim to:

  • provide information that is sensitive to the needs of the widest possible range of users
  • ensure that entry requirements, content and assessment demands of all our awards do not discriminate against any person or group, or create unnecessary barriers to achievement
  • ensure access and fair arrangements for all candidates, including those with particular assessment requirements, while not compromising the integrity of the qualifications
  • provide documents that are easily understood and accessible to all, and do not reflect biased or stereotypical attitudes
  • act fairly in all dealings with centres and candidates
  • review all products and services against this policy
  • comply with regulatory requirements and publish information on policies and procedures for access arrangements and special consideration for candidates

What our members say

Take a look at some key statistics and quotes from our 2018 customer survey.

What next?