Complaints about unprofessional treatment

Candidates occasionally complain about unprofessional treatment at test centers. Reporting these complaints in a case establishes a credible record of what happened. This helps Pearson VUE provide accurate and detailed information if candidates escalate their complaints to the exam sponsor. If a candidate has a complaint like this, politely acknowledge that you have heard the candidate's concern and will document it.

After the candidate leaves, create a case and select these options:

Candidate inquiry

Complaint of unprofessional treatment

Provide the following information in the case Description field:

A detailed summary of the candidate's complaint
A description of what happened
The names of staff members who witnessed the treatment