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 training provider’s funding agreements with the DfE. 

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

This can happen if your training provider's funding agreements with the DfE have been terminated. Certificates may relate to regulated qualifications (e.g. Functional Skills, diplomas) or completion of an apprenticeship, including successful completion of the apprenticeship assessment.

Contents

1. What to do if you are missing a certificate
2. Replacement certificates
3. Apprenticeship certification

4. Get help with DfE enquiries

    

1. What to do if you are missing a certificate

Your training provider should have made you aware of which awarding organisation they are working with. You will need to contact the relevant awarding organisation directly to request the certificate for your apprentice or learner. The DfE is 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 training 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.

2. Replacement certificates

If the 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. 

Replacement certificates are usually subject to a fee, and this must be paid by the learner or employer. DfE cannot cover the cost of replacement certificates. 

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. 

The decision by the new training provider to re-start your learning will depend on how much of your apprenticeship learning has been completed and whether you meet the requirements for certification under the DfE’s funding rules.

3. Apprenticeship certification

An apprentice can only pass and complete their apprenticeship if they pass the apprenticeship assessment. 

After you have successfully completed your apprenticeship and passed your apprenticeship assessment, your assessment organisation will request your certificate via the appropriate DfE certification service.

If you are missing your apprenticeship certificate you need to contact your assessment organisation and ask them to check the status of your certificate request. If they are unsure, they can contact DfE directly for support using the Customer Help Portal.

4. Get help with DfE enquiries

If you 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 training 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
• Clearly state that your enquiry relates to a missing certificate (qualification or apprenticeship)

Need support?

Please contact the the Apprenticeship Service if you are having issues. 

If you have a specific query about that is not covered by this information or the guidance, please contact us using the Customer Help Portal.