Customer Service

ASDAN aims to deal respectfully and effectively with all enquiries and communications, and secure the loyalty and trust of our registered centres by providing outstanding service and high-quality materials.

ASDAN will ensure that:

  • Telephone calls are answered within 5 rings during UK office hours
  • Emails are replied to within 48 working hours
  • Online workshop bookings will be processed within 2 working days
  • Centre registration applications will be processed within 10 working days
  • Publication orders will be processed within 20 working days, with the majority of orders sent out within 5 working days
  • If an order cannot be fulfilled for any reason you will be notified within 3 working days
  • Certificates and/or notifications of candidate results are issued within 20 working days of notification of the External Moderator's decision
  • Refunds will be processed within 20 working days

Making a complaint

If you would like to pass on your feedback, please read our Complaints, Compliments and Comments procedure and fill out the attached form. You can also email any comments to info@asdan.org.uk.

Enquiries, Appeals, Irregularities and Malpractice

Any enquiries and appeals against assessment decisions should initially be discussed internally and, if not resolved, the centre co-ordinator should notify ASDAN. We will investigate your enquiry or appeal in accordance with our procedures for enquiries and appeals. Full details are provided in the Centre Guidance document and on this website.

If you are a student or candidate and wish to complain about something that has occurred during your programme or assessments, we will normally expect you to use the complaints or appeals procedures of your institution. However, we are concerned to see that these procedures are available to you, and that they are properly carried out.

ASDAN provides a Candidate Appeals Procedure which your assessor or co-ordinator will provide. When an investigation has been completed we will write to you to explain what we have done, the conclusion we have come to and why, and any further action we will be taking. If you have questions about this, or if you remain dissatisfied, we will then take up any additional points that you raise. Should ASDAN have cause to investigate potential irregularities or malpractice occurring within registered centres, we will follow our published policies and procedures, which comply with statutory regulations.

All of ASDAN’s Quality Assurance policies are subject to annual review and evaluation to ensure that they are fair and reasonable, and that we continue to meet our statutory obligations as an Awarding Organisation.

Equal Opportunities Policy

ASDAN is committed to the principle of equality of opportunity for all, and opposes all unlawful or unfair discrimination on the grounds of ability, age, ethnicity, culture, disability, domestic circumstances, employment status, gender, marital status, nationality, religious beliefs, sexual orientation or social background.

To meet this commitment, we aim to:

  • provide information that is sensitive to the needs of the widest possible range of users
  • ensure that entry requirements, content and assessment demands of all our awards
  • do not discriminate against any person or group, or create unnecessary barriers to achievement
  • ensure access and fair arrangements for all candidates, including those with particular assessment requirements, while not compromising the integrity of the qualifications
  • provide documents that are easily understood and accessible to all, and do not reflect biased or stereotypical attitudes
  • act fairly in all dealings with centres and candidates
  • review all products and services against this policy
  • comply with regulatory requirements and publish information on policies and procedures for access arrangements and special consideration for candidates