Customer Charter – Committed to You

We’re passionate about meeting and exceeding the expectations of our customers and we pride ourselves on the strong personal relationships we have with our Recognised Centres/Providers.

Bringing you expertise
Products designed for you
Communication & information
Continuous improvement

So what can you expect from us?

Bringing you expertise

  • Friendly, knowledgeable staff ready to assist with general account management and customer support
  • Dedicated regional Business Development Manager to provide advice and guidance with your curriculum needs
  • Allocated EQA(s) for the qualifications you are approved to deliver who will sample learner portfolios and offer delivery advice and support
  • Expert assessors and IQAs across all of our Apprenticeship Standards
  • Complimentary webinars and events keep you updated on the latest developments
  • Expertise by providing up-to-date advice on funding
  • Proven solutions to overcome struggles

Products designed for you

  • Qualifications that are accessible to everyone enabling all learners to thrive
  • Simple application process to become a recognised centre or to apply to deliver additional qualifications
  • Hints, tips, and exemplars for using our qualifications in a variety of ways

Communication and information

  • Be available for contact in the way that you want during office hours
  • Provide valid information with integrity in plain English avoiding jargon and abbreviations
  • Transparent with our published fees with no hidden charges

Continuous improvement

  • Your feedback and suggestions for improvement are taken onboard to inform our programme of continuous improvement
  • If we get something wrong, we will acknowledge this, learn from it and make improvements
  • Any complaint you may have will be given priority and dealt with as detailed within our Feedback and Complaints Policy

How are we doing?

Call Answering

Our target is to answer 95% of all incoming calls, and we strive to exceed this.

In the past month, we achieved 97.60%

Certificate Turnaround

Once a claim is verified, your eCertificates will be generated and are available through MyQuartz within 5 working days. Printed certificates will arrive with you within 10 working days.

In the past month, the average length of time taken to generate eCertificates was 1.2 working day.

Apprenticeship assessment results are released within 10 days, and certification is applied for after a further 10 days.

Enquiry Response

We endeavour to respond to email and website enquiries on the same working day whenever possible.

In the past month, our average response time was average of 2.2 hours.

Our Net Promoter Score® is +52

If you want to know more about NPS you can find out more about it on the Satemetrix website.

Like what you see and want to work with us?

If you don’t already work with us and have found a qualification that you wish to deliver, or if you do work with us and want to expand the qualifications you are approved for, get in touch by phone on 01206 911211, or by completing the relevant online forms.

Centre recognition

We will always progress your application as quickly as we can and will work with you to meet your requirements where possible. Our internal measure of 1 calendar month is based on the time taken between your application submission and its approval and includes an approval activity, which may be a site visit, by an External Quality Assurer (EQA).

In certain circumstances, timescales may vary. In such cases, Gateway Qualifications will inform the applicant of any changes to the published timelines.

Become a recognised Centre

 

Apply for additional qualifications

This is usually a quicker process than a full centre recognition, although it will depend on the type and level of qualification(s) being applied for. Our internal measure of 10 working days is based on the time taken between your application submission and its approval.

In certain circumstances, timescales may vary. In such cases, Gateway Qualifications will inform the applicant of any changes to the published timelines.

Requesting additional qualifications

End-point Assessment Organisation

End-Point Assessment (EPA) is a crucial process in the apprenticeship journey, ensuring apprentices meet the apprenticeship standards required for their specific roles. Conducted by independent end-point assessment organisations (EPAOs)/Awarding Assessment Organisation (AAO), the EPA process evaluates the knowledge, skills, and behaviours apprentices have developed during their training.

Find out more here

How to contact us

Office Hours: 8:30am to 5:30pm Monday to Friday

Phone: 01206 911211

Email: enquiries@gatewayqualifications.org.uk

Visit our Contact Us page to complete our online form and we will get in touch with you.