Standards of service
Certificate issue:
LCL Awards is committed to issuing certificates and ID cards (where relevant) to successful candidates within 10 working days of receipt of complete and correct documentation from the assessment centre and, where appropriate, notifying Gas Safe Register or OFTEC.
Note: for centres approved to deliver LCL Awards RQF qualifications the standard of service for issue of certificates is 15 days, this is to enable LCL Awards to moderate examinations and assessment results prior to awarding qualification certificates.
Certificates and ID cards (where applicable) will be sent directly to the candidate by Royal Mail unless we are advised by the candidate otherwise. Where certification is required urgently we can offer an express certification service.
We will assume that candidates and learners certificates have been received if we do not hear from them prior to 3 months from the date of issue. Should any candidate or learner claim not to have received their certificate after that time they will be required to request a replacement which will be subject to the replacement certification fee as published.
Replacement certificates:
Replacement of certificates are processed on the same or next working day once payment and a completed replacement certificate form has been received and verified.
ACS ID cards:
As well as an A5 paper certificate, we issue a photo ID card to each candidate that states certification details and expiry dates.
Invoicing:
We provide centres a detailed invoice on a week by week basis and provide a summary of all certificates issued on a monthly basis.
QMS template:
We supply a comprehensive easy to use quality management system (QMS) template that will help make compliance straight forward. This template includes all necessary documents and templates helping make the setting up and running of your centre a straight forward process.
Customer Service:
Our customer service and technical team are on hand to help and answer your questions. We do not employ hold, option or mailbox systems as we believe that any call or enquiry to LCL Awards should be answered by one of our team and not a machine during normal business hours.
Centre Approval Support:
Helping you become an Approved Centre is key to success so we will be there to help and guide you all the way. This includes visiting your centre and staff to help and support the implementation of the QMS system and providing support in meeting any practical facility requirements.
Integrity & Impartiality Committee Representative
To ensure LCL Awards carries out its business with integrity whilst maintaining its impartiality, LCL Awards has appointed an Integrity & Impartiality Committee (IIC) responsible for overseeing the operation of LCL Awards in relation to the manner in which it carries out its business. The IIC consists of individuals from within the Building Engineering Services sector, two Executive Directors of LCL Awards and a representative of approved centres.
The IIC meets bi-annually and receives any reports from whistleblowers. It has been given a remit by LCL Awards to report any unresolved issues regarding impartiality to the qualification regulators.
Approved centre representative
The centre representative plays an important role at committee meetings by; raising centre issues, providing input to meetings from a centre perspective and reporting back outcomes to centres.
We believe that centre input to the IIC plays an important role in the operation of LCL Awards, if you have any issues you would like raised with the IIC directly please contact your IIC representative. If you do not know the contact details of your centre representative please contact the LCL Awards administration office