Contact Information 1 Edexcel Information Manual 2008-2009 - Section 1
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Contact Information 1Edexcel Information Manual 2008-2009 - Section 1
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Contact Information
Edexcel Information Manual 2008–2009 – September 2008
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Contact Information
Edexcel Information Manual 2008–2009 – September 2008
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1 Contact Information
Contents
1 Customer Service 41.1 What you should expect when you contact us 41.2 Ask the Expert 41.3 Ifyouarenotsatisfied 41.4 Resolution timescales for written complaints 5
2 RegionalOffices 52.1 General Information 52.2 Regionalofficecontactdetails 6
� Other contact details 63.1 Entries,registrationsandcertificationenquiries 63.2 Centre records – for changes to your centre’s details 73.3 Skills for life 73.4 Onscreen testing (Adult Basic and Key Skills) 73.5 Past records 73.6 Payment of fees 83.7 Post-Results services 83.8 Training from Edexcel 83.9 Publications 83.10 SpecialRequirements 93.11 Ask the Expert 9
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1 Contact Information
1 Customer Service
Beforeyoucontactus,youmayfindtheanswertoyourquestiononourcomprehensiveonlineservice, Ask Edexcel at www.edexcel.com/faq .However,ifyouareunabletofindtheansweryouarelookingfor,pleasecontactususingoneofthefollowing services. Contacting us online IfyouwouldliketosendanenquirytoourCustomerServiceteam,pleaseuseouronlineenquiryform at www.edexcel.com/ask .Ifyouhaveasubject-specificquestionregardingthecontentofourspecifications,pleaseuseourAskthe Expert service at www.edexcel.com/expert. (See part 1.2 for further details.) Contacting us by phone
If you wish to call us about: Telephone us on:
GCEenquiries 0844 576 0025
GCSEenquiries 0844 576 0027
BTECandNVQenquiries 0844 576 0026
Diplomaenquiries 0844 576 0028
DiDAandallotherqualifications 0844 576 0031
If you are calling internationally +44 (0) 1204770696
1.1 What you should expect when you contact us By telephone
A member of the Customer Service team will answer your call. If for any reason it is not possibleforthemtoresolveyourqueryorinformationrequest,theywilltransferyoutoanother staff member who will be able to help. If no-one is available, your call will be logged and resolved within three working days. Please note that your call may be recorded for trainingandqualitypurposes.
Online
OnlinequeriessenttousviatheAskEdexcelservice(pleaseseetheEdexcelOnlinesectionofthis Information Manual) will be answered within 48 hours.
1.2 Ask the Expert AsktheExperthasbeendevelopedfollowingextensiveconsultationtofindoutwhichservices
and support you need. Please see section 3.11 for full details of this service.
1.3 Ifyouarenotsatisfied Ifyouarenothappywiththewayyourenquiryorinformationrequestishandledbythe
Customer Service team, you can ask to speak to a Team Leader. The Team Leader will aim to resolvethequerytoyoursatisfaction.
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If you wish to make a formal complaint in writing, you can contact the Customer Relations team.Thisindependentteamwillcarryoutadetailedreviewofthewayyourrequestorproblem was handled and will work closely with you to try and resolve the matter to your satisfaction. You can contact the Customer Relations team by writing to:
Customer Relations Edexcel One90 High Holborn London WC1V 7BH
Alternatively, you can send an email to [email protected] .
1.4 Resolution timescales for written complaints
You can expect to receive acknowledgement within 24 hours of our receipt of your complaint, and to have it resolved within seven working days. If for any reason it is not possible to resolve your complaint within this time, we will contact you to agree upon a course of action.
2 RegionalOffices
2.1 General InformationWehavesixregionalofficesacrossEnglandandWales,allofferingafurtherlevelofcustomersupport for local centres. They support Schools, FE and HE Colleges and Universities.
Thesixregionalofficesarebasedin:
Birmingham Bristol Cardiff (supporting all centres in Wales and Ireland)Leeds London Manchester
TheseregionalofficesalsoactasabaseforEdexcel’slargecohortofregional-basedCurriculum Development Managers whose role it is to provide guidance and support to their assignedcentresonallaspectsofdeliveringEdexcel’sprovision.TofindthenameoftheCurriculum Development Manager responsible for your centre, please contact your nearest regionaloffice.
Whoaretheregionalfieldstaff?
The team of Regional Managers and Curriculum Development Managers have responsibility for visiting centres and assisting on all aspects of your relationship with us. Furthermore, thereareOfficeManagersandCustomerSupportAdviserswhosupporttheregionalteamandcentres in their region.
WhatdotheCurriculumDevelopmentManagersdofortheircentres?
They provide:• advice, guidance and support to their assigned centres on all aspects of Edexcel policy and curriculum advice and support for senior managers• local training/network opportunities.
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Whatistheroleoftheregionalofficestaff?
They aim to:• provide advice and guidance to customers on a regional basis• host regional training/network meetings for their centres• work with the Curriculum Development Managers supporting centres in their region.
2.2 Regionalofficecontactdetails
Birmingham Telephone 0121 616 2575 or 0121 616 2585 Fax 0121 616 2576 Email [email protected]
Bristol Telephone 0117 950 1908 Fax 0117 950 1115 Email [email protected]
Cardiff Telephone 0292 079 4865 Fax 0292 036 2830 Email [email protected]
Leeds Telephone 0113 224 2255 Fax 0113 224 2277 Email [email protected]
London Telephone 020 7190 5300 Fax 020 7190 5660 Email [email protected]
Manchester Telephone 0161 855 7560 Fax 0161 855 7570 Email [email protected]
3 Other contact details
Detailed below are other useful contacts from Edexcel.
3.1 Entries,registrationsandcertificationenquiriesForenquiriesrelatingtotheadministrationofEdexcelqualifications,youcancallusonthenumberslistedinpart1,theCustomerServicesection.Youcanalsofaxoremailenquiriesrelatedtocandidateentry,registrationandcertificationtothenumbersbelow:
BTEC/NVQ Fax 020 7190 5640 Email [email protected]
GQentriesandcertification Fax 020 7190 5688 Email [email protected]
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�.2 Centre records – for changes to your centre’s details Amendments need to be sent in writing on letter-headed paper.
Centre records Fax 020 7190 5699 Email [email protected]
Address Centre Records Edexcel Operations 190 High Holborn London WC1V 7BH
�.� Skills for lifeIfyouhaveanyqueriesaboutthedeliveryofEdexcelSkillsforLifeotherthanthoserelatingtoregistration,entryorcertification,pleaseusethedetailsbelow.
Skills for Life Fax 020 7190 5729 Email [email protected]
Address Skills for Life One90 High Holborn London WC1V 7BH
�.4 Onscreen testing (Adult Basic and Key Skills) IfyouhaveanyqueriesrelatingtothedeliveryofonscreentestingforAdultBasisandKey
Skills, please use the details below.
Onscreen testing Email [email protected] Website www.edexcel.com (Services for Centres, Onscreen Testing)
Address Onscreen Testing Edexcel One90 High Holborn London WC1V 7BH
�.5 Past recordsForqueriesregardingapplicationsforconfirmationofpriorachievementwithEdexcel,pleaseuse the details below.
For GCE and GCSE Fax 020 7190 5722 Email [email protected]
Address Edexcel Operations (Past Records) One90 High Holborn London WC1V 7BH
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For BTEC, GNVQ, NVQ and VCE Fax 020 7190 5471 Email [email protected] Address Edexcel Operations (Past Records) One90 High Holborn London WC1V 7BH
�.6 Payment of feesFees, due 30 days from the date of the invoice, should be made payable to Edexcel Ltd and sent to: Address Finance Department Edexcel One90 High Holborn London WC1V 7BH
Bank details HSBC Bank plc CityofLondonCorporateOffice PO Box 125 8CanadaSquare London E14 5HQ
Account number 51214012 Sort code 40-02-50
�.� Post-Results servicesForAccesstoScripts(ATS)andEnquiriesAboutResults(EAR)(Services1,2and3)queries,please use the contact details in part 1.1.
�.8 Training from EdexcelForenquiriesaboutourrangeofguidanceandtrainingservices,pleasecontactusorapplyonline.
Telephone:Pleaseusethequalification-specificnumbersaslistedinpart1ofthissectionFax 0845 359 1909Email [email protected] www.edexcel.com/training
�.9 PublicationsPublicationcontentenquiries:
Telephone:Pleaseusethequalification-specificnumbersaslistedinpart1ofthissection Forpublicationordersandorderenquiries:
Telephone 01623 467467Fax 01623 450481Email [email protected] Edexcel Publications Adamsway
Mansfield Notts NG18 4FN
Alternatively order online at www.edexcelonline.co.uk
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3.10 SpecialRequirementsThefollowingcontactslistrelatestoAEA,GCE,GCSE,ELCandKeySkillsqualifications.Allqueriesconcerningcandidateswithspecialrequirementswhoareenteredforthesequalificationsshouldbedirectedtothecontactsbelow.
TelephonenumbersforSpecialRequirements(AccessArrangements,SpecialConsideration and Timetable Variations)
Centre number Telephone number
00000-14999 020 7190 466215000-23329 020 7190 466423330-34659 020 7190 466534660-48335 020 7190 466048336-61175 020 7190 466861176-89999 020 7190 4663
FaxnumberforSpecialrequirements
All centre numbers 020 7190 5606 or 020 7190 5607
�.11 Ask the ExpertAsktheExperthasbeendevelopedfollowingextensiveconsultationtofindoutwhatservicesand support you need. It will put you in direct contact via email with around 300 senior examiners,moderatorsandexternalverifierswhowillrespondtoyoursubjectspecificqueries.
WhattypeofquestionshouldIsendtoAskTheExpert?
TheexpertsaretheretohelpyouwithdetailedsubjectqueriesconcerningtheteachingofEdexcelspecifications.OnourAsktheExpertwebpageatwww.edexcel.com/asktheexpertyouwillfindanenquiryguide;pleasecheckthistoensurethatyourquestionisappropriateto send to our experts.Questionsthataremoregeneralortodowiththeadministrationofthequalification(e.g.postresultsorentryrelatedenquiries)shouldbedirectedtoourcustomerserviceteamontheusualnumberortoouronlinequestionandanswerservice,AskEdexcel–seetheOtherContact Details and Online Services sections of this directory. By only sending appropriate questionstoAsktheExpert,youwillhelpusensurethattheserviceismoreresponsive.
HowdoIsubmitaquestiontoAsktheExpert?
Youcansendyourquerytooneoftheexpertemailaddresseslistedonthefollowingpages.Yourquerywillbeallocatedtooneofourexpertsforthesubjectinquestionwhowillrespondtoyoupersonallywithintwoworkingdays.YoucanalsochoosetosubmityourqueryusingouronlineAsktheExpertenquiryform.The Ask the Expert webpage at www.edexcel.com/asktheexpert contains a link to this form. Aswithemails,pleasebesuretochecktheEnquiryguidetoensureyourquestionissuitable.
WhencanIexpecttoreceiveareplytomyquestion?
Ourexpertswillaimtorespondtoyourquestionwithintwoworkingdays.Non-expertqueriessent to the Ask the Expert service will take longer than this as we will have to forward them toourgeneralenquiryservice.Toavoidthis,readtheEnquiryguideontheAsktheExpertweb page at www.edexcel.com/asktheexperttoensureyouaresendingyourquestiontothecorrect place.
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The following pages list all the Ask the Expert email addresses: G
CSE
Subject Area Ask the Expert Email AddressArabic [email protected] and Design [email protected] [email protected] and Economics [email protected] [email protected] [email protected] and Technology [email protected] [email protected] [email protected] Literature [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] Greek [email protected] [email protected] Education [email protected] [email protected] Studies [email protected] [email protected] [email protected] [email protected] [email protected]
VOCA
TIO
NA
L G
CSE
Subject Area Ask the Expert Email AddressArt and Design [email protected] [email protected] [email protected] [email protected] and Social Care [email protected] [email protected] and Tourism [email protected] [email protected] [email protected]
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IGCS
ESubject Area Ask the Expert Email AddressAccounting [email protected] [email protected] and Design [email protected] [email protected] Studies [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] Language [email protected] Literature [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] Studies [email protected] [email protected] [email protected]
DiD
A
Subject Area Ask the Expert Email AddressUnit 1 [email protected] 2 [email protected] 3 [email protected] 4 [email protected]
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GCE
Subject Area Ask the Expert Email AddressAccounting [email protected] History [email protected] [email protected] and Design [email protected] [email protected] and Economics [email protected] [email protected] [email protected] and Technology [email protected] and Performing Arts [email protected] [email protected] Language and Literature [email protected] Language [email protected] Literature [email protected] [email protected] Studies [email protected] [email protected] [email protected] and Politics [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] and Tourism [email protected] [email protected] [email protected] Foreign Languages [email protected] [email protected] Arts [email protected] Education [email protected] [email protected] [email protected] Studies [email protected] [email protected] [email protected]
AEA
Subject Area Ask the Expert Email AddressHistory [email protected] [email protected] Studies [email protected] [email protected]
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GCE
App
lied
Subject Area Ask the Expert Email AddressArt & Design [email protected] [email protected] & Social Care [email protected] [email protected] Studies [email protected] Arts [email protected] & Tourism Design [email protected]
O L
EVEL
Subject Area Ask the Expert Email AddressAccounting [email protected] [email protected] and Design [email protected] Studies [email protected] [email protected] [email protected] [email protected] [email protected] Arabic [email protected] [email protected] [email protected] [email protected] Language [email protected] Literature [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] Greek [email protected] Studies [email protected] [email protected] [email protected] Studies [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected]
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ENTR
Y LE
VEL
CERT
IFIC
ATE Subject Area Ask the Expert Email Address
Design and Technology [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] Education [email protected] Studies [email protected] [email protected] [email protected]
SKIL
LS F
OR
LIFE
Subject Area Ask the Expert Email AddressApplication Of Number [email protected] [email protected] Own Learning [email protected] Solving [email protected] With Others [email protected] [email protected]
ALA
N Subject Area Ask the Expert Email Address
ALAN [email protected]
FUN
CTIO
NAL
SK
ILLS
Subject Area Ask the Expert Email Address
English [email protected]
Maths [email protected]
Dip
lom
a
Subject Area Ask the Expert Email AddressSociety Health and Development [email protected] [email protected]/Built Environment [email protected] [email protected] and Media [email protected]
BTEC Subject Area Ask the Expert Email Address
BTEC Subject Area Ask the Expert Email Address
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BTEC
FIR
ST
Subject Area Ask the Expert Email AddressArt and Design [email protected] [email protected] Business [email protected] CCLD [email protected] Construction [email protected] Engineering [email protected] Health and Social Care [email protected] Hospitality [email protected] IT And Computing [email protected] Land Based [email protected] Logistics [email protected] Media, Music & Performing Arts [email protected] Public Services [email protected] Retail [email protected] Science [email protected] Sport [email protected] Travel and Tourism [email protected]
BTEC
NAT
ION
AL
Subject Area Ask the Expert Email AddressArt and Design [email protected] Aviation [email protected] Business [email protected] CCLD [email protected] Construction [email protected] E-Business [email protected] Engineering [email protected] Hair and Beauty [email protected] Health and Care [email protected] Hospitality and Catering [email protected] IT and Computing [email protected] Land-Based [email protected] Logistics [email protected] Media, Music & Performing Arts [email protected] Public Services [email protected] Retail [email protected] Science [email protected] Sport [email protected] Travel and Tourism [email protected]
BTEC
FO
UN
DAT
ION
D
EGRE
E
Subject Area Ask the Expert Email Address
Business [email protected]
Computing [email protected]
Engineering [email protected]
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BTEC
HIG
HER
Subject Area Ask the Expert Email AddressApplied Science [email protected] Art and Design [email protected] Beauty Therapy Sciences [email protected] Business [email protected] Computing [email protected] Construction & civil engineering [email protected] Early Years [email protected] E-Business [email protected] Engineering [email protected] Facilities Management [email protected] Health and Social Care [email protected] Hospitality Management [email protected] Land and Environment [email protected] Media [email protected] and Performing Arts [email protected] Services [email protected] Management [email protected] Leisure And Tourism [email protected]
BTEC
SE
CURI
TY Subject Area Ask the Expert Email Address
All BTEC Security Related Paths [email protected]
QTL
S Subject Area Ask the Expert Email Address
QTLS [email protected]
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NVQ
Subject Area Ask the Expert Email Address
Accounting [email protected] And Guidance [email protected] Therapy [email protected] And Construction [email protected] And Administration [email protected] Start Up [email protected]’s Care [email protected] Laboratory Support [email protected] Technology [email protected] Centres [email protected] And Health Care [email protected] Service [email protected] [email protected] Fire Services [email protected] [email protected] Conservation [email protected] And Barbering [email protected] [email protected] And Social Care [email protected] [email protected] Technology [email protected] [email protected] [email protected] And Development [email protected] [email protected] Vessel Operations [email protected] Disposal [email protected] Control [email protected] Services [email protected] [email protected] [email protected] Operations [email protected] Financial Advice [email protected] Services [email protected] And Logistics [email protected] Passenger Transport [email protected] [email protected] And Recreation [email protected] Chain Management [email protected] Assistants [email protected] Justice Service [email protected]
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