You are here

Making a Complaint

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., 27/01/2021
End date
E.g., 27/01/2021

Events calendar

  • India Town Hall

    28 January 2021

    Spaces available

    IFoA Immediate Past President John Taylor would like to invite you to the Institute and Faculty of Actuaries’ (IFoA) virtual India Town Hall 2021, hosted by John Taylor with IFoA Council Member Mahidhara Davangere and IFoA Chief Executive, Stephen Mann. 

  • Spaces available

    What are the options for the world economy looking ahead?

    In this Thought Leadership Lecture, Economist, Vicky Pryce, will be discussing world economic trends, including the differences in geographical performance and how output is recovering and where.

  • Spaces available

    Trust and Leadership for Actuaries

    Led by Dr. Jim Baxter, University of Leeds, this webinar introduces some key ideas in the ethics of trust, with a particular focus on those in, or on the path to, leadership roles. Dr Baxter is joined by a panel of experienced leaders who will give their personal perspectives on how they understand the value of trust and how they seek to promote and inspire trust, drawing on their experiences of leadership. The panel includes:

  • Health and Care Hot Topics webinar

    Online webinar
    10 February 2021

    Spaces available

    In this webinar, we have two presentations showing the latest research on the implications for life and health insurers of two key issues: genomics and pandemic risk.

    Dr Peter Joshi and Paul Timmers will share their research on how well-established underwriting processes can allow for genomics in predicting expected mortality and morbidity. They will then discuss the potential for stratified screening and personalised medicine to improve health and reduce claim costs.

  • Spaces available

    As the world’s attention begins to turn to COP26 later this year in Glasgow, Sarah Gordon (Chief Executive, Impact Investing Institute) will share her vision for how the financial services industry can deliver for people and the planet, as well as how to encourage more investment with the intention to generate positive, measurable social and environmental impact alongside a financial return.

  • Sub-Saharan Africa Town Hall

    26 February 2021

    Spaces available

    IFoA Immediate Past President John Taylor would like to invite you to the Institute and Faculty of Actuaries’ (IFoA) virtual SSA Town Hall 2021, hosted by John Taylor with IFoA Council Members Mukami Njeru, Prosper Matiashe and IFoA Chief Executive, Stephen Mann.

  • MENAP Town Hall

    2 March 2021

    Spaces available

    IFoA Immediate Past President John Taylor would like to invite you to the Institute and Faculty of Actuaries’ (IFoA) virtual MENAP Town Hall 2021, hosted by John Taylor and IFoA Chief Executive, Stephen Mann.