Customer Service Statement

At ProQual, we’re committed to providing exceptional service that is Efficient, Effective, and Responsive.

Whether you contact us by phone or email, our team aims to respond quickly, clearly, and with care. Every enquiry is important to us, and we work hard to ensure that our responses are accurate, helpful, and timely.

We welcome feedback from all our centres. Your comments and suggestions help us improve our services and maintain the high standards expected of a regulated awarding body. ProQual continuously reviews and improves its systems and services to remain compliant, accessible, and customer centred.

Working with Our Approved Centres

ProQual works closely with approved centres to support the development, delivery, and recognition of regulated qualifications across industries. We work in partnership with centres, providing clear guidance, consistent communication, and accessible support at every stage.

We aim to respond positively and promptly to all enquiries, keeping centres informed of progress and decisions. Our team provides current information on qualification delivery, assessment, and quality assurance, and ensures that all fees and requirements are transparent and easy to understand.

We also offer regular opportunities for discussion and collaboration to share best practice and maintain high standards across our network.

Our Service Standards

We are proud to deliver a reliable, professional service to all customers.

Enquiries are acknowledged within 5 working days, and we aim to provide full responses within 10 working days, depending on the complexity of the enquiry.

For potential centres, centre applications are acknowledged, and information packs are issued within 5 working days of an initial enquiry. Once all information has been received, we arrange an EQA approval visit and reach decisions within 15 working days of receiving the EQA report. Newly approved centres receive formal confirmation and all relevant documentation within 7 working days of approval.

External quality assurance remains central to our process. EQA visit reports are shared within 15 working days, and every approved centre receives at least one in-person annual verification visit. Additional visits are scheduled as needed based on risk assessment to ensure ongoing compliance and consistency.

Candidate registrations and certifications are processed electronically through the ProQual Platinum System (PPS). Invoices and certification requests are processed within 5 working days, and certificates are dispatched within 15 working days of payment.