From time to time we can become unhappy with the service or goods we have received. It is always better to try to resolve any issues before it becomes a complaint. If you have to make a complaint, here is the process to follow:

Have you contacted the assessment centre or supplier? If not please find your assessment centre or find your supplier.

Have your received their reply? If not please wait for them to contact you. You can find their expected timescales within the Complaints section of their website.

If you have received a reply and are not satisfied, have you followed the full escalation policy of the assessment centre or the supplier? If not, please move to the next stage in the process. You will find the escalation process detailed within the organisations published Complaints Policy found on their website

Completed the full escalation policy and still unhappy with the outcome? Please contact Disabled Students Allowances Quality Assurance Group (DSA-QAG) in writing to outlining the reason for your complaint and send any relevant documentation. We will acknowledge your complaint within 5 working days and aim to fully investigate and reply to you within 20 working days of receipt. For further information please view the DSA-QAG's Complaints Procedure and Strategy Document in full.

Useful Links

Student Loans Company:
Public Service Ombudsman for Wales: