Standards of service

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 your certificate has been received if we do not hear from you prior to 3 months from the date of issue. Should you claim not to have received your certificate after that time you 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.

LCL Awards is committed to providing its customers with the highest standards of service and to be honest, fair and open.

We will:

• Issue all certificates in a timely manner
• Respond to all enquiries promptly and efficiently
• Be courteous to all our customers
• Issue accurate and clear assessment and examination documentation
• Publish as much information and guidance on our website as possible.
• Full details of our Standards of Service, for both learners and centres, are available to view in the Qualification Handbook for Learners and Centres.