Time scale for range of inquiries. 
Policy/Enquiry
Expected response time* 


(working days)
Access arrangements and Reasonable Adjustments
10 working days via the NEBOSH response


Appeals
Stage 1 - 15 working days.
Stage 2 - 10 working days confirming on whether an appeal will be heard.
Stage 2 - outcome within 15 working days of panel hearing.

Certificate Unit Validity Extension
20 working days.

Complaints
Acknowledgement of receipt - 10 working days
Full response from complaint acknowledgement - 25 working days.

Enquiry About Results
On receipt of payment, you will receive an automated confirmation of your EAR submission.
Your expected outcome date is published in your acknowledgement email.

Enrolment extension (Diploma qualifications)
Enrolment/unit extension – 20 working days.

Learner certificates including corrections and reissues
Certificate/Parchment reprints - dispatched within 20 working days.

Malpractice investigations
Enquiries relating to malpractice investigations or closing interviews are responded to with 5 working days.
Outcome of investigations communicated within 40 working days from receipt of all requested information.

Payments
All enquiries relating to payments will be responded to within 5 working days.
This includes:

• Customer invoicing/payment queries
• Supplier invoicing/payment queries
• Examiner payment queries
• Refund queries

Refunds
Acknowledgement of refund requests – 5 working days.
Issue of refund 30 working days.

Subject Access Requests
30 calendar days on receipt of evidence of identify/consent.

Verification requests
5 working days to validate documents.
20 working days for university/visa applications. 
Please note: there is also an online verification service available on our website for immediate verification.