Feedback, Complaints, Appeals and Special Considerations￼
At VTest we are committed to providing high quality assessment services that meet the current needs of our score-users – candidates, parents, teachers, authorities, institutions, and employers. We are also committed to providing a personalized, friendly, and stress-free testing experience to all candidates under secure and comfortable conditions.
We provide our assessment services through a global network of approved Test Centers. By approving Test Centers, we grant Universities, Schools, and Corporations a license to sell, promote, and administer VTest exams in their territory.
We strive to ensure that our score-users have the best exam experience and exam-related service with us. This document provides guidelines to our score-users that wish to share feedback, make a complaint, submit an appeal or file a special considerations request.
All VTest protocols, procedures, and instructions are regularly reviewed and updated to address current needs and challenges. Please ensure that you are always using the most updated version.
We provide our services using high performance standards and we review our processes systematically to make sure we meet your expectations. Whether you had a memorable experience with us or believe we should consider making an addition or improvement to our service, we will be glad to hear from you. We welcome your comments, both positive and negative.
Please use the Contact Us Form. Your feedback will be passed to the responsible teams that will carefully review your comments and respond within 5 working days. If corrective action is required, we’ll make sure that we add this to our future product or service review.
It is explicitly stated that feedback, comments, recommendations, and suggestions are provided at the customer’s sole discretion. VTest is entitled to use them for any purpose without notice, restriction, or remuneration of any kind to the individual or entity that provided them.
No matter how hard we try, there may be cases that our customers’ experience is not the one we strive for. If you are not satisfied with any aspect of VTest operations, please let us know. We take every complaint as an opportunity to learn, evolve, and improve.
Complaint about an Approved Test Center:
If you are a candidate or a third party related to the candidate (parent, guardian, sponsor, school), you may wish to initiate a complaint regarding a service you received from an approved Test Center. Your Center should always be your first point of contact. Please provide all necessary information and work with the Center in good faith to resolve any issue. The Center will inform you in relation to their complaints policy, internal procedures, and estimated time to reply. If you raise your concern and the Center is not able or willing to solve the issue, you may escalate your case to VTest directly. We will investigate the occurrence following our process below and get back to you in the most appropriate manner. During the investigation, we will contact the Test Center involved and ask for clarifications or further information. If, for whatever reason, you do not want us to contact the Center, you need to mention that explicitly in your complaint. Please use the Contact Us Form.
Complaint about VTest (candidate or score users) :
If you are a candidate or a score users, you may wish to initiate a complaint regarding a service you received from VTest. When you contact us to make a complaint, please provide us with all relevant information, including : candidate’s full name, test center name, candidate’s secure code, the exam name and date, previous relevant correspondence with the Center or VTest, and as many details as possible regarding the problematic experience. Please use the Contact Us Form.
Complaint about VTest (test center or test partner) :
If you are a Test Center you may wish to initiate a complaint regarding a service you received from VTest. When you contact us to make a complaint, please provide us with all relevant information, including: candidate’s full name, test center name, candidate’s secure code, the exam name and date, previous relevant correspondence with VTest, and as many details as possible regarding the problematic experience. Please use the helpdesk on your manager platform.
How we handle complaints:
We adhere to the following steps to enable us to deal with your complaint as quickly and efficiently as possible:
- Acknowledge receipt of complaint within 2 working days.
- Assess the complaint and assign it to the most appropriate team or officer for further investigation.
- Investigate the complaint and reach a decision.
- Share the decision with the complainant. Follow up and close the case.
- Alert involved parties (VTest and/ or Test Center teams) in case corrective action is required immediately or for future product or service review.
At VTest, we always place our score-users at the center of our operations. Where possible, a complaint will be resolved to the customer’s satisfaction. The solutions suggested by VTest are proportionate and appropriate to the circumstances. Where not possible, the customer will get a clear and justified response to their complaint.
We can only accept a complaint in writing.
Our investigation will be in full compliance with all applicable privacy laws and GDPR regulations.
We endeavor to resolve complaints or provide a definitive response within 10 working days following a thorough investigation. Exceptionally, when additional time is required, we will contact the complainant and any party involved and provide an estimated timeframe explaining the reasons of the delay.
Although we want to help our score-users as much as possible, complaints about matters that are beyond VTest’s responsibility (e.g. fee disputes between a center and a candidate, pay or employment disputes between a center and a teacher, etc.) will not be handled by VTest.
Appeals for rescoring
At VTest we work hard to ensure that marking is sufficiently accurate and reliable, and that we communicate the results of our examinations to our score-users promptly and clearly.
If you are not satisfied with your score, you can submit an appeal against your results and ask for a rescore at a fee. Appeal Forms can be submitted by the Test Center on behalf of a candidate or the candidate themselves, no later than 5 working days after the release of the results.
Please use the Appeal Form.
Rescoring requests will be examined by VTest rating experts. Each test may only be rescored once. Test Centers/ Students will receive the rescoring results no later than 5 working days after the submission of the rescoring request. Rescore decisions are final.
If the rescore is higher than the original score, VTest will issue a new score report and certificate.
A fee is charged for the appeal process to cover our rescoring costs. The fee applied per candidate is 50% of the exam fee. If the rescore is higher than the initial score, rescoring fees will be refunded.
Important note: exam questions, answers, and recordings contain confidential information which belongs to VTest. They cannot be considered personal data and will not be shared with our centers or candidates.
Appeals for security compromise
VTest online proctored exams require you to strictly adhere to a set of rules that are presented to the candidate at the start of the exam and that are available on the vtest.com website. If any of these rules are not followed, the VTest supervisors in charge of the verification, control, and validation of proctored online exams may decide not to deliver the results.
If your results are not delivered by VTest due to a security compromise issue, you have five days from the date of the notification to contest the decision. For the request to be admissible, you must fill in the Appeal Form directly. Upon receipt, VTest has one month to carry out an investigation.
To carry out the control, VTest can rely on the entire examination, photos, videos, identity documents, and indicators of suspicion, all recorded in an encrypted report, and in a totally secure environment. VTest can either confirm the non-certification of the examination results, or if not, proceed to the delivery of the VTest certified results.
Request for special consideration
The candidate has five days to file a request after the exam by listing the points which are believed to have compromised the candidate’s ability to take the test. Some situations can be regarded as special considerations.
The first category should be due to some technical reason having caused the candidate to have missed the chance to complete the test. In this case the VTest Center can contact the helpdesk to access the technical file of the exam. The other category would be if the work of the candidate has been affected or made impossible by a force majeure causing a situation beyond the control of the candidate like a temporary illness, accident, or bereavement. In this case, please contact us using the Appeal Form.
At VTest we treat our customers with genuine empathy and courtesy. We are kind, honest, and fair. This is how we expect our customers to treat our employees as well.
When you contact us, wording must be suitable, professional, and appropriate for the purpose for which the communication is intended. Racist, sexist or otherwise discriminatory language or content is not acceptable. We will not process complaints or requests that offend or put our employees in an awkward position. VTest reserves the right to suspend action on a complaint whose wording or meaning is abusive, offensive, hostile, intimidating, malicious, threatening, or discriminatory to candidates.
While remaining customer focused, we take test security very seriously and constantly seek solutions to improve it. We ensure our quality standards are being met and have special mechanisms in place to alert the appropriate teams when they are not. If you are aware of any act, omission, or practice that could be considered as a potential instance of malpractice or maladministration in relation to VTest, please contact VTest immediately.
Because malpractice or maladministration might harm individuals or the public and compromise public confidence in our qualifications, our whistleblowing is distinct from handling complaints and appeals.
There is no charge for sending us feedback, making a complaint, making an appeal on the security compromise decision or filing a special request consideration.
A fee is however charged for the appeal process to cover our rescoring costs. The fee applied per candidate is 50% of the exam fee. If the rescore is higher than the initial score, rescoring fees will be refunded.