IQL UK and RLSS UK are committed to providing a high quality, effective, efficient, and responsive service to all. And where possible exceed customers’ expectations.  

As an awarding organisation IQL UK seeks to be consultative and collaborative working with others to achieve the highest standards in all areas. 

IQL UK and RLSS UK have a zero-tolerance approach to any form of unacceptable behaviour by any means of communications. 

Service Standards  

IQL UK and RLSS UK aims to deliver high standards. We do this by providing all those involved with the delivery and assessment of our qualifications and awards the best possible service to enable you to cater for the needs of all learners. We will do this by ensuring our service is: 

  • Prompt - We will aim to respond to any form of communication within the timescales listed below: 
    • Acknowledge written correspondence within three working days 
    • Answer all telephone calls within 30 seconds  
    • Process certification of regulated qualifications within 15 working days of receipt of accurately completed Candidate Assessment Report forms. Non-regulated certification within 28 working days of receipt of accurately completed Candidate Assessment Report forms. This timescale may be revised from time to time and will be fully communicated to all. 
  • Responsive – Our friendly, trained staff provide a courteous, prompt response to any enquiry you make to meet your needs and the needs of your learners 
  • Supportive – we will provide  
    • Ongoing training and information sessions to all 
    • Up to date guidelines on all aspects of our service 
    • Online access to appropriate documentation, news and information 
    • A named Principal Standards Manager to provide ongoing support 
  • Professional – We will work to high professional standards, and we are committed to continuous improvement 
    • Keep promises and commitments made to customers   
    • Take ownership of every customer enquiry until it is fully resolved   
    • Provide a courteous and accurate response to all enquiries including those requiring specific expertise   

IQL UK and RLSS UK positively encourages feedback from our customers to help us to improve our services.  

Contact Details

Email: [email protected]
Telephone: 0300 323 0096
Address: RLSS UK, Red Hill House, 227 London Road, Worcester, WR5 2JG.

Contact Details
Branch Support   [email protected] 
Club Support [email protected] 
Commonwealth  [email protected] 
Compliance  [email protected] 
Communications  [email protected] 
Customer Service  [email protected] 
Finance  [email protected] 
Fundraising  f[email protected] 
IQL UK  [email protected] 
Memberships  [email protected] 
Shop  s[email protected] 
Volunteers  [email protected] 

Last updated: February 2022