Customer Service

At CTH we pride ourselves on always doing our best to provide good service. But we know that sometimes things go wrong or there is a need to query a result or procedure.

Our team are always available to support our customers with such queries and to respond if they ever feel that our service has fallen below their expectations.


Queries concerning examination results

Teachers and Exams Officers can contact us any time if they have queries about their students results. To do this, or to request more information on all our post-results services, please email us at [email protected]

If you are a student or learner, and you are dissatisfied with your results, you should contact your school, college or learning provider to discuss the options that are available to you. Unfortunately CTH will not accept queries relating to results publication, EAR (Enquiry About Results) and Appeals directly from students. Such enquiries must be made via your CTH Approved Teaching Centre.

Formal complaints procedure

Wherever possible we try to ensure that our customers are happy and if you experience a problem we always encourage you to liaise with your CTH contact to resolve the problem.

If you remain dissatisfied with the service you have received you can register your concern formally by writing to us. Please state your Centre number and any reference details you have (such as Student number and event history) regarding your concern. If you’d prefer to be contacted by telephone, please also provide your telephone number, along with the best time(s) and day(s) for us to contact you.

Customer Service
Confederation of Tourism and Hospitality (CTH)
Audley House
13 Palace Street

You can also email your complaint to [email protected]

Where possible, we will acknowledge your concern in writing within three working days of receipt and provide a full response within ten working days. If you are dissatisfied with any aspect of our initial response, you may raise your concerns to an independent arbitrator (usually a senior member of the CTH team not directly involved with the original issue). We will endeavour to acknowledge your correspondence in writing, within three working days of receipt, and provide you with a full written response within fifteen working days.