PTE Complaints

We hope to make every experience with us an excellent one, but we know sometimes things can go wrong. If you have a comment or complaint, we encourage you to contact us, so that we can improve our levels of service.If you have any reason at all to complain, we promise to:

• Do our very best to put things right as soon as you get in touch.

• Give your complaint our full attention and commitment to resolve it.

• Explain to you what went wrong and why, and take action to fix the situation. Sometimes, we can only apologize for certain situations, but we will draw upon your feedback to make recommendations for future improvements.

• Learn lessons from your complaint to improve our service.

If you wish to provide feedback or register a complaint about your experience with PTE, please complete this form to tell us about your experience.

Please note:

1. It can take up to ten working days for us to respond. Please bear with us while we address your concern.

2. If you are contacting PTE to complain about a delay to your score or about the scores you have received, please explore our Scoring category in the Help Center, where we can help guide you to the right Customer Support team.

3. If you are contacting us to complain about a specific PTE test, please have your Registration ID ready in order to complete the form. This ID can be found on your booking confirmation or Score Report.

4. If you wish to raise a complaint about PTE Academic UKVI (a SELT test) you can also write to this address: Pearson PTE Complaints, 14 The Quays, Salford Quays, Manchester, M50 3BF

Your feedback or complaint will be passed to the team who can best help to investigate and resolve your issue. We will then be in touch – usually by email, but we may contact you by phone.

We aim to respond to complaints within 10 working days (this may take longer if you write to us by post).Sometimes, to investigate your concerns fully and provide a detailed response, we’ll need longer than 10 days. If we need more time to resolve your complaint or suggestion, we will contact you after 10 days to advise and update you on our progress.

The PTE Academic and PTE Home tests are regulated by Ofqual. If you have submitted a formal complaint to Pearson and are not satisfied with the outcome, you are entitled to raise a complaint with Ofqual. Ofqual will only be able to review your concerns if you have already submitted your complaint to Pearson and received an outcome.

If you believe that Pearson has not followed its published procedures or rules for registrations, assessments, or certifications, you can make a complaint to Ofqual about how we have handled these responsibilities.

Ofqual’s complaints process will not be able to check the accuracy of a test result issued by Pearson, as this can only be reviewed via Pearson’s rescore and appeals processes. See Requesting a rescore or technical review for more information.