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. The majority of claims will now 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.
We have some qualifications which have complex Rules of Combination (ROC) which you still have to tell us the status so please continue to check this against the qualification specification document, which can be found on qual hub.
Where are my certificates? - NCFE
We will process your certification claim within 24 hours* **
*Claims received before 3pm will be processed that day whereas claims received after 3pm will be processed the following day.
**Timescales for centres outside of the UK will vary
Where are my certificates? - CACHE
Certificates will be dispatched within 10 working days from request (including reprints and replacement requests)*
*Timescales for centres outside of the UK will vary
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) or one of our Qualifications which has a complex Rules of Combination (ROC).
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.