What steps to take if you are missing a certificate

Overview

This article provides information on certificates for learners and apprentices affected by the termination of a provider’s Education and Skills Funding Agency (ESFA) funding agreements.

Sometimes, apprentices and learners may not receive a certificate to show they have passed and completed a standalone qualification, an apprenticeship framework or standard.

This can happen if your training provider's funding agreements with the ESFA are terminated.

The role of awarding organisations, DfE, ESFA and training providers in certification

An awarding organisation designs, develops, delivers, and awards qualifications, including in some cases apprenticeship end-point assessments (EPAs).

Awarding organisations can choose to have their qualifications officially regulated and recognised by Ofqual.

The Department for Education (DfE) approves qualifications recognised by Ofqual for public funding. 

The ESFA will only fund learners and apprentices to undertake qualifications if those qualifications are approved for public funding by DfE.

Training providers may seek approval from awarding organisations to become accredited centres. Once approved, providers are authorised to deliver qualifications to learners and apprentices on behalf of the awarding organisation. The training provider is responsible for registering learners and apprentices with the awarding organisation once they start their qualification(s).

Training providers deliver qualifications such as Functional Skills, NVQ, Diplomas, Certificates, and apprenticeships programmes (which often include several qualifications).

Once an individual has completed the training required to achieve their qualification, the training provider will assess the learner or apprentice’s portfolio of evidence and claim the qualification achievement certificate from the awarding body.

What to do if you are missing a certificate

Your training provider should have informed you which awarding organisation awards your qualification(s). You will need to contact the relevant awarding organisation. DfE and ESFA are unable to contact the awarding organisation on your behalf.

You will need to ask the awarding organisation whether your training provider has registered you and if they have applied for and claimed your certificates. The awarding organisation will be able to verify if the certificate has been issued for the qualification(s) you have completed and achieved.

If you do not know which awarding organisation awards your qualification(s) you can search the Register of Regulated Qualifications.

If you are unable to confirm which awarding organisation awards your qualification(s) you can contact DfE by following these steps using the Customer Help Portal:

• When prompted with the "Is this enquiry about a specific organisation?" screen, select "yes" and provide details of your previous provider.
• When asked "What is your enquiry about?", select "Provider Closure."
• On the enquiry details screen, you will be prompted to specify the nature of your enquiry.
• In the "Add a short title" box, type "Certification query."
• In the "What is your enquiry?" box, include the following information:
• Your legal name
• Your date of birth
• Your postcode at the time you started the qualification(s)
• A summary of the certificates you are missing and the dates you started and competed your training

DfE will use the information you provide to view your qualifications and achievements on your personal learner record (PLR). This will help us to investigate and respond to your certification query.

If your awarding organisation confirms that your training provider registered you and claimed your certificate(s), you can request replacement certificate(s) directly from the awarding organisation. Please note that there is typically a fee for this service. DfE and ESFA cannot assist you with covering this cost.

However, if your awarding organisation confirms that your training provider did not register you or claim your certificate(s), you will need to transfer to a new training provider who will conduct an initial assessment, assess your portfolio of evidence and support you to complete your training.

Apprenticeship End Point Assessment (EPA) certificate

An apprentice can only pass and complete their apprenticeship if they pass the end-point assessment (EPA).

After you have successfully completed your apprenticeship and passed your EPA, your end-point assessment organisation (EPAO) will request your certificate from ESFA.

If you are missing your EPA certificate you need to contact your EPAO and ask them to request your certificate from ESFA. If your EPAO is unsure, they can contact DfE directly for support using the Customer Help Portal.

ESFA usually post certificates within 10 working days of approving the EPAO’s request.

Get help with DfE and ESFA enquiries

We regularly publish articles on our help centre for commonly asked questions.

Articles specific to provider failure have been published on the help centre to support you.

If you still require support, you can submit an enquiry to DfE by following these steps using the Customer Help Portal:

• When prompted with the "Is this enquiry about a specific organisation?" screen, select "yes" and provide details of your previous provider.
• When asked "What is your enquiry about?", select "Provider Closure."
• On the enquiry details screen, you will be prompted to specify the nature of your enquiry.