Published 24th March 2020

In following UK Government advice and measures enacted to protect the nation’s health & wellbeing and continued provision of essential services LCL Awards is no longer able to keep its certification office open and operate normally.

In anticipating our certification office having to temporarily close we have made provision and arrangements to ensure that as far as reasonably possible we are able to continue to provide support and information to our customers and protect the interests of learners and certificated persons.

These arrangements include the following;

• Key members of LCL Awards staff working from home to ensure essential services can be maintained.
• All enquiries and communication have been redirected to us using the online messaging page found in the contact us section of the website.
• Where we have already received completed assessment documentation from centres we will be able to process it, however the issue and posting of any due certificate(s) will be delayed until government restrictions are lifted and our certification office is able to reopen.
• Where we are required to notify a third party of the outcome of a learner’s assessment or qualification electronically e.g. Gas Safe Register or OFTEC we are able to do so providing the IT infrastructure remains available.
• We are able to continue to provide technical and administration support for our customers albeit being at a reduced capacity and via our web based messaging page and email.

We will be operating with a greatly reduced function until some sense of normality returns therefore we will not be able to carry out a wide range of normal business activities including the following for example;

• Receiving and responding to non-urgent telephone calls and messages
• Issuing and posting of hard copy certificates (including replacements).
• Receive completed examination & assessment documentation from centres
• Moderate or make decisions regarding the award or certification of qualifications without being in receipt of the documentation (where required).

We will continue to receive, monitor and follow the advice and guidance published by UK Government and the Qualification Regulators and are confident that the measures that we have taken will ensure that the best interests of learners are protected in this difficult period.

Once again we would like to assure all learners, employers and approved centres that we are monitoring the situation daily and will take all necessary steps in protecting the interests of all of our customers.

Please ensure you monitor our website regularly for any changes to these interim arrangements.

Frequently asked questions (FAQ)

Please note at this time we can only respond to enquiries specific to LCL Awards training programmes, courses and qualifications.

Question

Now you have shut your certification office how do I get in touch?

Answer

In the first instance please read the following FAQ as your question may already been answered, if not use the contact us facility on the website

Question

I have completed my qualification and am awaiting my certificate, when will I receive it?

Answer

We are no longer able to produce and post hard copy certificates to individuals due to the office closure, your certificate will be issued as soon as the current situation allows. Please note that for ACS and OFTEC candidates we shall still electronically upload the assessment results to Gas Safe and OFTEC respectively

Question

I need my ACS certificate to be able to retain my Gas Safe Registration; will this stop me from working?

Answer

The HSE have confirmed that for those Gas Safe Registered engineers who have made every effort to undertake their ACS reassessment will be able to remain on the register during the peak of the COVID19 crisis.

Question

Can you provide me written confirmation that I have completed and passed my qualification?

Answer

Where your centre has completed its internal quality checks and we have received and moderated your examinations and assessments we can provide you confirmation by email.

Question

Why can’t I speak to a person at LCL Awards rather than having to use your contacts page?

Answer

We only have limited numbers of staff available to respond to enquiries and are unable to direct incoming telephone traffic working from home. If your enquiry is urgent please ensure you include a request for a call back via email along with a summary of your enquiry, if we cannot resolve your query by email a member of staff will call you.

Question

How can I check that a certificate you have issued is valid?

Answer

Yes, in the first instance please check the certificate withdrawn page on our website if you require further validation please email us the detail of the certificate in question.

Question

I need to undertake a qualification at one of your centres urgently to be able to apply for a job; can you advise which ones are open?

Answer

Currently the majority of our centres have closed in line with government guidance, you will need to use the centre search facility on our website and contact the centre directly for further information

Question

How long is your certification office going to be closed for?

Answer

We will reopen as soon as it is safe and appropriate to do so and only in accordance with government guidelines

Question

Can I still make a complaint or appeal even though your office is closed.

Answer

Yes, we will still respond to and deal with complaints and appeals, however due to the exceptional circumstances any subsequent investigation and findings may be delayed.

Question

Can I still request and receive a replacement certificate

Answer

Yes we are happy to receive a request for replacement certificates, however as explained above we are unable to print and award hard copy certificates at this time. As an alternative we can provide an electronic copy of your certification data by email (Screenshot)

Question

I am part way through my training programme and qualification and my centre has shut due to the virus, what happens now?

Answer

In the first instance contact your centre who should have made arrangements to answer your questions and allay your concerns. In the event that you are unable to make contact please be assured that we will take a pragmatic approach and ensure that no learner or candidate is disadvantaged by any disruption caused by the spread of the virus