How do I claim certificates?
You can claim certificates online through the Portal, using the Certification menu. The Portal User Manual gives you a step-by-step guide on how to do this.
How do I amend the name of a learner before claiming their certificate?
You can amend a learner’s name in the ‘My learners’ section or when claiming the learner certificate by using the edit learner button next to the learner name.
I’ve claimed incorrectly using the Portal - what do I do?
Contact Customer Support using the contact details shown on the Portal and inform them that you have made an error as soon as you can. We’ll help you rectify the error and recover any invalid certificates that have been issued.
What is the difference between a full claim and a partial claim?
A full claim means that the learner has the required amount of units or credits to qualify for a full achievement and will be issued a Qualification Certificate or Credit Certificate (depending on the type of qualification or award). A partial claim means the learner doesn’t have the required amount of units or credits for a full achievement and will be issued a Unit Certificate or Credit Certificate (depending on the type of qualification or award).
Will the Portal work out if the units I have claimed for add up to a full achievement for a learner?
Yes. When you make a claim the Portal will update the learner status with a ‘full’ or ‘partial’ based on the units you’ve selected for your learners, so please check this before you submit your claim. Please check the qualification specification document, which can be found on qual hub if you have any initial questions.
Where are my certificates?
Certificates If we receive a signed off (via Direct Claim Status (DCS) or External Quality Assurer (EQA)) certificate claim before 5pm this will be dispatched the next working day. Claims received after 5pm will be dispatched on the second working day. Timescales for dispatching to International addresses will vary. Certificates for NCFE Level 3 Certificate in Mathematics for Everyday Life will be issued following the conclusion of any Enquires about Results process. Replacement Certificates If we can find a record of your achievement we will issue and post a new certificate within ten working days of your payment clearing. We will issue replacement certificates for the previous 10 academic years. We will issue a Proof of Qualification for CACHE branded requests from 01 September 1994 until the start of the 10 year period for issuing Replacement Certificates.
Why is my claim showing as ‘Pending’ in the Portal?
If your claim is show as pending this means it is waiting to be signed off by the External Quality Assurer (EQA) if you don’t have Direct Claim Status (DCS).
Why has my claim been rejected by the External Quality Assurer?
This could be for a number of reasons: - an external quality assurance visit hasn’t taken place for this qualification - the portfolio(s) are not of the required standard and need further work before certification can take place - the learner(s) haven’t been sampled or are part of a batch that hasn’t been sampled - the learner(s) have been cancelled, transferred or withdrawn - the EQA may have picked up on a discrepancy between the claim made and the work presented. There are many reasons why a claim can be rejected but your EQA will support you through what actions need to be completed before certificates can be issued.
How do I gain Direct Claim Status (DCS) for my certificates?
DCS is awarded for an individual qualification and is based on quality criteria that are measured and reported on through our external quality assurance visits. DCS can be achieved after one visit or 2 consecutive visits over a maximum period of 18 months. When you meet the quality criteria we'll automatically award you DCS for that qualification. We'll email the Programme Contact at your centre to inform them that you've been awarded DCS with a copy of your visit report. You don't have to do anything - it's that simple! For more information about DCS and the quality criteria to achieve it, please refer to the DCS section on our website.