Customer Charter – Committed to You (DRAFT)

• 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

• 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

• 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

• 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

Once a claim is verified, your eCertificates will be generated and available through MyQuartz within 5 working days.

Printed certificates will arrive with you within 10 working days.

We aim to answer 95% of all incoming calls during office hours, which are 8:30am to 5:30pm, Monday to Friday.

For email and website enquiries, we aim to respond on the same working day wherever possible.

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.

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.