Our targets

We know that the highest levels of service are expected by our customers and that reliability and prompt action are things you value.

Whilst we recognise that some enquiries will take longer to resolve with than others we do challenge ourselves to respond to your needs quickly and effectively and aim to achieve the following whenever possible:

Information and support

  1. Telephone access 5 days a week to information and support through our Customer Contact Centre.
  2. Aim to respond within one working day to all letters, faxes and emails sent to the OCR Customer Contact Centre and at peak periods within three working days.
  3. Orders for OCR Publications are usually despatched within five working days from the receipt of a correctly completed order form, subject to stock availability.

    4. Question Papers

  4. Where entries are completed correctly and received by OCR before the deadline, we will provide the number of question papers requested by the published date.

    5. Results and Certificates

  5. Provide candidate results on the published dates.
  6. Certificate on the published dates or within the timescales specified for individual qualifications.

    7. Post-Results Services

  7. Requested scripts (copies or originals) will be provided no later than the published deadlines.
  8. Notification of the outcome of an Enquiry about Results will be provided within the period published for each service.

    9. In addition, if you submit a complaint to us in writing, we aim to:

  9. Acknowledge your complaint with five working days of receipt.
  10. Address your complaint in full within 10 working days of receipt where possible, or advise you that we are conducting further investigations and will respond as soon as we are able to.