FAQs | Professionals | BCS Certifications

IT Professional FAQs

What did ISEB stand for?

Information Systems Examination Board.

How do I apply for my ITIL® lapel pin?

Lapel pins are available to candidates who pass the ITIL certifications. Apply for a pin

What is the relationship between ISTQB, UKTB and the Institute?

ISTQB (International Software Testing Qualifications Board) is responsible for the international software testing qualification scheme called 'ISTQB Certified Tester'. ISTQB's role is to support a single, universally accepted, international qualification scheme aimed at software and system testing professionals, by providing the core syllabi and by setting guidelines for accreditation and examination for national boards. UKTB is the UK national board for ISTQB. BCS, The Chartered Institute for IT, will be delivering the Foundation and Advanced level exams; ISTQB will be providing the syllabus and UKTB the questions.

The Institute has been delivering Software Testing Foundation exams based on the ISTQB syllabus for some time now. We will continue to provide and develop the Intermediate Certificate in Software Testing which is considered a valuable stepping stone between foundation and advanced level as well as a relevant stand alone qualification.

The Institute also offers certifications in Green IT, Business Analysis and ITIL®.

What are the benefits of taking a certification from the Institute?

Our certifications have been established for over 25 years. During this time they have gained worldwide recognition as a mark of competence offering real benefits to IT professionals around the world.

Comprehensive certification portfolio across a wide range of disciplines
Recognised international presence, delivered in over 200 countries
Reputation built over 25 years on quality, integrity and impartiality
Developed with industry experts ensuring they are relevant to today’s IT professional
Based on best practice with recognition for skills and knowledge in a particular area
Mapped to SFIA/SFIAplus so consistent with your career path
Worldwide network of over 100 high quality training providers

What is the Institute's fee structure?

To support its aims, the Institute currently employ a fee structure for the following items:

Provider accreditation
Provider re-accreditation
Examination fees
Replacement certificates
Sample papers
Appeals (refundable if appeal is upheld)

We believes our fees are appropriately structured and transparent. We will notify accredited providers of any changes to these fees prior to their implementation.

What are your service levels for dealing with enquiries?

We will answer your telephone calls and deal with your enquiries promptly. We will also call you back promptly if it is not possible to answer your queries immediately.

The Institute will provide a full reply to all written communications (with the exception of appeals and complaints which may take longer to investigate) within five working days. We will provide an interim reply within three working days if a full reply is not possible at this stage. This applies to letters and emails as well as enquiries received through our website.

We will keep our website up to date and will comply with disability access requirements. The Institute will listen to your views on the quality and content of our website and may enhance it to meet your needs.

What is your complaints policy?

We take any complaints about our qualifications very seriously. Any complaint is thoroughly investigated and the person who has reported it is kept fully informed of progress. All complaints relating to our qualifications are handled by the Institute and referred to other organisations as necessary.

Any candidate has the right to complain to the Institute if they have concerns about a product or service we have provided. Here we outline the process a candidate needs to follow to lodge a complaint to the Institute.

All complaints need to be submitted in writing to the Institute and must contain the following information:

The reason(s) for the complaint
The date and location of the examination
Supporting documentation if appropriate
Pertinent information relating to the grounds for the complaint

Prior to receiving approval from the Institute, all accredited providers are required to have a candidate complaints procedure. If you have a complaint about your accredited provider, please contact your provider in the first instance and follow their candidate complaints procedure.

If you are not satisfied with the response from your provider, you have the right to escalate your complaint to the Institute.

Policy, Compliance and Audit Team
BCS Professional Certifications
Ground Floor, Block D
North Star House
North Star Avenue
Swindon
Wiltshire
SN2 1FA

We will send you a formal acknowledgement of receipt within 5 working days of receiving the complaint, and then commence a thorough investigation. We will keep you informed of progress throughout the investigation. Once the complaint has been resolved we will inform you in writing of the outcome of the investigation. The Institute's decision is final.

Further information about the Complaints Policy

English is not my first language, is extra time allowed?

Extra time is usually given - there are certain criteria but if you meet them then 25% extra time will be offered. Please refer to the Reasonable Adjustments Policy and then complete the form below.

Extra time request form (PDF)

(ITIL® examinations do not allow additional time for candidates whose first language is not English).

Do I need to provide ID before my examination?

Yes, you will need to provide photographic identification before the examination starts such as a passport or driving licence. Please refer to the Identification Policy.

What happens if I do not provide suitable ID?

You will still be able to take the examination but your results will be withheld until identification has been provided and verified. Please refer to the Identification Policy.

What information does the Institute share about me to third parties?

We regard the lawful and correct treatment of personal information held by the Institute as very important to the provision of professional services and to maintaining confidence between those with whom we deal and ourselves. We will ensure that all personal information is treated lawfully and correctly. To this end, we adhere to the Data Protection Principles as laid down in the Data Protection Act 1998.

All Institute staff are required to undertake an in-house data protection tutorial and senior managers are required to attend additional training to ensure that there is an awareness of the relevant legislation and regulatory requirements.

Any breach relating to data protection will be forwarded to the BCS Legal Team to deal with as appropriate.

Please note that the above information is limited to BCS Professional Certification candidates and their examination information.

Further information about releasing information to third parties

Is there a charge payable for sample papers?

Most sample papers cost £20 though a few are free to download from the website. Please call +44 (0) 1793 417 655 to order sample papers and to make payment.

My certificate has my name mis-spelt, how do I request a new certificate?

You can order a replacement certificate by calling +44 (0) 1793 417 655. You will not incur a charge if your name has been spelt incorrectly, as long as you request your replacement within 6 months from the date your certificate was originally sent. After this time, your replacement will be chargeable (£30).

How long does it take to receive a certificate if I have taken my exam with Pearson Vue or Prometric?

Certificates can take 6 - 10 weeks from the date of the exam.

I would like to do an accredited course, where is the nearest accredited training provider?

You can find a list of our training providers here

What are the course fees?

Fees vary so you will need to contact a provider of your choice for course fee details.

How do I book an exam?

If you are taking a course with an accredited training organisation, examination provider or through an online testing centre (Prometric or Pearson VUE), the exam will be organised through them. If you are taking a public exam, please refer to the exam section of the website for the certification you are taking.

What are the exam fees?

Details of the exam fees are found in the exam section of the website for the certification you wish to take.

If I have to cancel an exam, am I entitled to a refund of the exam fees?

Multiple choice and written exams

Notice Period	Refund Available
More than 14 days	Full refund
Between 7-14 days	Refund of 50% of exam fee
Less than 7 days	No refund

Oral exams

Notice Period	Refund Available
More than 14 days	Full refund
Between 2-14 days	Refund of 50% of exam fee
Less than 2 days	No refund

The Institute will endeavour to deal with your request within 1 working day and with a view to making the cancellation as smooth as possible.

Am I able to reschedule my exam?

Yes, you may request to change the exam date or time, but this must be done at least 14 days prior to the originally scheduled examination date if you want to avoid additional costs. You may be able to reschedule up to one week before the exam date but additional costs will be incurred. To reschedule the exam, please contact BCS Customer Services on + 44 (0) 1793 417 655. We will endeavour to deal with your request within 1 working day and with a view to making the re-scheduling as smooth as possible.

If I did not turn up for the examination, am I entitled to a refund?

No, if you do not turn up for an examination, your exam fee is forfeited and you will need to book the examination again.

What happens if I arrive for an examination late?

You are allowed to enter the examination room up to 15 minutes after the scheduled start time (for written examinations only). You will not be entitled to have any additional time if you arrive late. If you arrive after 15 minutes after the scheduled start time, you will not be allowed to enter the examination room and will forfeit your exam fee.

I have had a bereavement in the family, can I reschedule?

Yes, you will be able to reschedule the examination; there will be a £25 + VAT cancellation fee. Additional exceptions will be considered on a case by case basis.

Can I sit the exam without attending a training course?

We strongly recommend that all candidates undertake an accredited training course. For some of our certifications such a course is mandatory, however many of our exams are available for public sittings. For further details please contact Customer Services on +44 (0) 1793 417 655 or see the exam section of the website for the certification you wish to take.

Can I make alternative arrangements for the exam, such as extra time, as a result of a disability, medical condition or for religious reasons?

The Institute recognises that some candidates require alternative arrangements for their examinations. This may be the result of a disability, medical condition or for religious reasons. Our policy focuses on reasonable adjustments for candidates who have disabilities, but it also covers candidates who may require adjustments based on religious grounds.

Applications for reasonable adjustments will be individually considered and decisions may vary according to the exact nature of the candidate’s everyday needs and usual method of working.

The reasonable adjustments offered by the Institute may include:

Allocation of additional time
Bilingual dictionary
Large print
Alternative fonts (such as Sans Serif)
Coloured paper / contrasting background colours
Braille paper
Rest/time breaks
Support of a British Sign Language (BSL) / English interpreter
Support of a scribe / amanuensis
Support of a reader
Support of a personal assistant
Use of assistive technology
Re-sits, in the case of temporary illness / injury
Use of appropriate examination locations

This is not an exhaustive list and other adjustments will be considered on an individual basis.

Reasonable adjustments policy (PDF)

I wish to resit my examination, what is the cost?

Resits are normally booked via they accredited training provider and they will provide details of the costs. For public examinations, please contact Customer Services on +44 (0) 1793 417 655.

If I take a resit and do worse, will my highest marks be retained?

We will always retain the highest marks, with the exception of the Certified Agile Tester certification where the latest marks will be retained.

When are results received?

Multiple Choice Examination results are usually sent within 3 weeks of the examination date. Oral Examination Results will be sent within 2 weeks of the examination date. Results for the written exams can take up to 6 - 8 weeks.

How do I receive my results and certificate?

Result letters and certificates are sent by post directly to candidates. We also have an online results facility for some of our exams and in this case, candidates will receive an email asking them to log in to a secure site to view their results. After a computer based examination (Prometric or Pearson Vue), you will receive the result immediately after completing the examination (unless there is a pre-requisite element to the exam). If you are successful, your certificate will be sent to you within 6-10 weeks.

Why does the result of an exam I took a few years ago not show on the online results system?

There are a number of qualifications for which results cannot be viewed online. All other exams and results should be visible. Please contact BCS for further assistance.

I have passed my exam but cannot see my name on the successful candidate register. How do I go about getting it to show on there?

Please complete the form at www.iseb-exams.com/itil-scr

How is my employer informed of my exam result?

If an employer wishes to know their staff member’s examination result they are advised to liaise with their staff member in advance of the course / examination to request the result letter and/or certificate from their member of staff.

Alternatively, the employer can approach the training provider to provide their staff member’s examination result if training has been undertaken with an accredited provider.

I received my results today and they are not what I expected - how do I appeal?

First of all, you can not appeal simply because you are not happy with your results; an appeal must have ‘grounds’. There are three grounds for appeal permitted by the procedure (which you should read carefully if you are considering making an appeal) which very simply are as follows:

A candidate suffered personal mitigating circumstances and there was good reason why he did not tell the Institute about them at the time they occurred.
There has been a significant error made by the BCS Professional Certifications Examiners Panel.
The BCS Professional Certifications Examiners Panel has acted in a way which is manifestly unreasonable.

Appeals policy (PDF)

How long do I have to submit an appeal?

You must submit notice of an appeal within 20 working days of publication of the results from your particular examination. You should use the appeals pro forma (at the end of this document). Please make sure that you read the form carefully and provide all the information requested. It is your responsibility to make the case, and to make it clearly; the Institute cannot make assumptions - you must spell out the cause and effect.

How long will it take for my appeal to be resolved?

As each appeal is different there are no general guidelines as to how long an appeal will take to resolve, but you will be kept up to date at each stage of the appeal. We aim to investigate and resolve appeals as quickly as possible and within no more than 20 days.

How will my appeal be considered?

The Policy, Compliance and Audit Team will have a copy of your letter of appeal and all supporting documentation, along with relevant documentation (if necessary) from your provider. If they consider that you do not have valid grounds for further consideration of your appeal, your appeal will be rejected. If they feels that there may be grounds for appeal then they will consult with the relevant people and subject matter experts.

I have lost my certificate; can I get a replacement one?

Yes, there is a £30 fee to replace it. Please call +44 (0) 1793 417 655 to order a replacement certificate and to make payment.

I have changed my name; can I have a certificate in my new name?

Yes, please complete the Request for Name Change form along with the relevant document (e.g. marriage certificate, dissolution decree or deed poll document) and a fee for £30 for the replacement certificate. Please call +44 (0) 1793 417 655 to order a replacement certificate and to make payment.

I have changed my name; can you update my details on the BCS database?

Yes, please complete the Request for Name Change form along with the relevant document (e.g. marriage certificate, dissolution decree or deed poll document. There is no fee for this service. Unfortunately we cannot make the changes without the relevant form. Please refer to the Name Change Policy for further details.