You are here

Education Complaints

We want to ensure all members and non-members who are going through or engaging with our Education provision have a high quality, positive experience. We recognise, however, on occasion, standards of service may not meet your expectations. 

Our Education Complaints policies covers the various areas of the IFoA education provisions; student admissions, exemptions, work experience, examinations, CERA award, and Life-Long Learning awards. There are certain areas not covered by these policies. Members should ensure they read the policy documents below before submitting a complaint.

Stage 1: Informal complaints

Before making a formal complaint you should, where possible, try to resolve the issue directly with the IFoA service or team responsible. You do not need to use the complaints email address listed below. The IFoA aims to resolve informal complaints within 5 working days.

Stage 2: Formal complaints

If you are still unhappy with the level of service you have received, you are able to raise a complaint via:

  • Your complaint should contain as much information and detail as possible, including any supporting evidence or documentation. The more information you can provide, the quicker we will be able to resolve your complaint.
  • Each complaint received will be reviewed to ensure it meets the IFoA’s criteria and the threshold to be considered and investigated.
  • You will receive an acknowledgement within 5 working days that your complaint has been received and who will be responding to it.
  • The IFoA aims to resolve all complaints within 30 days, however, we hope in the majority of cases complaints will be responded to much sooner.
  • In certain cases, the IFoA may not be able to respond within 30 days. You will always be informed of the reasons why this might occur.

Important information about making a formal complaint

  1. The date when you submit your complaint should not be more than 6 months from when the issue occurred.
  2. We cannot accept a complaint until the issue has been resolved by the relevant IFoA team. For example, an exemption to which you do not know the outcome of, an access arrangement that is still under consideration.
  3. Please include any evidence or supporting material with your correspondence. This will allow us to investigate your complaint as quickly as possible.
  4. Members should always try to resolve any issue with the IFoA team responsible before considering a formal complaint. 
  5. The policies below should be read in full before submitting a complaint to ensure it meets the grounds.

Complaints policies  

Qualification Complaints. For individuals leading up to qualification as an Associate or Fellow.

Life-Long Learning Complaints. For members returning to study, eg for a CERA Award or a member pursuing a Lifelong Learning Award eg the Data Science Certificate.

Related documents

Filter or search events

Start date
E.g., 26/10/2021
End date
E.g., 26/10/2021

Events calendar

  • The Growth Mindset for Actuaries

    13 October 2021 - 8 December 2021

    Fully booked.

    This practical course is aimed at actuaries at any stage of their career who want to develop their own growth mindset and apply it to their work setting and personal or professional lifelong learning. The content of the course builds on the lecture given by Dr Helen Wright on Growth Mindset as part of the President’s 2021 Lecture series, and will be delivered over a period of 2 months, from mid-October to early December.

  • Spaces available

    The importance of biodiversity for finance, business and policy is being increasingly recognised. While many studies highlight the overall economic impact that biodiversity loss could have, it is much more difficult to quantify and understand the particular impact that is may have on individual businesses or communities. The management and measurement of these risks is a field where actuaries are well placed to contribute.

  • Spaces available

    The climate crisis and the degradation of our planet will affect societies everywhere. How we address these threats will require solutions that transcend borders. As a global profession, the actuarial community is well-placed to consider and propose effective risk management solutions to help manage the climate crisis.

  • GIRO 2021 Webinar Series

    8 November 2021 - 19 November 2021
    Spaces available

    Join leading experts to discuss key issues, emerging ideas and new research across the general insurance sector.

  • Spaces available

    This is a free webinar with an expert panel providing their views on the ongoing IFoA consultation for proposals regarding changes to the regulatory framework on climate change and sustainability.

    The regulatory consultation sets out, for feedback some proposed approaches that the IFoA are considering in relation to charter commitments under the UK’s Green Finance Education Charter (GFEC) and the regulatory framework, including the Actuaries’ Code.

  • Life 2021 Webinar Series

    22 November 2021 - 26 November 2021
    Spaces available

    Join leading experts to discuss key issues, emerging ideas, and new research across the Life insurance sector.

  • Spaces available

    The role of actuaries within the health sector varies considerably from one country to another, due to differences in the local evolution of health systems and the funding models for health services. 

  • Spaces available

    Content will be aimed at all actuaries looking to understand the issues surrounding mental health in insurance and in particular those looking to ensure products and processes widen access for, and are most useful to, those experiencing periods of poor mental health.

  • The Many Faces of Bias

    2 December 2021

    Spaces available

    This webinar looks at the many types of biases, both conscious and unconscious and the impacts they can have in the workplace.  Raising our own awareness and understanding of the issues can help us avoid the pitfalls of unconscious bias in particular.  We’ve all heard the phrase ‘office banter’ but are we sure that’s how those on the receiving end perceive it and is it ok to go along with it?