Before contacting Customer Experience please use the information below to find out what may have caused the issue.
If you are unable to identify the problem or would like additional support please contact our friendly Customer Experience Team on customer.experience@eal.org.uk or by calling us on 01923 652 400.
Please note: You will need to be logged into Online Services to check this information.
Please select the Reg/Cert folder and select the 'search' option to view your learners and their claims.
The quickest way to locate a learner is to search by their EAL candidate number, but you will be able to search using any details you have for the candidate. Once you enter your search criteria, please click on the 'Quick search' or 'search' button.
The results from your search will show below the search criteria.
Checking the Status of a Claim
The first thing to check is if a certificate has already been issued. You will be able to check this by looking at the 'Cert. No.' column in the results.
If there is a certificate number here this means the certificate has been generated. If it has just zeroes, then it has not yet been generated.
If there is no Restricted status and the claim has been made in full, the e-certificate will be generated within 24 hours.
Certificate delivery
Once a certificate has been generated you will be able to download the e-certificate right away. Please allow 2-3 weeks to receive the hardcopies in the post. You can check when the certificate was printed and dispatched by looking at the 'Last Print Dt.' Column in online service.
Please note: The delivery address for certificates is the Main centre address sourced from Smarter Touch. It will also always be address to the Centre Coordinator contact listed on the Centre Contacts page in Smarter Touch. Please see the linked pages above for instructions on how to update these details.
If you have noticed that your hardcopies have not arrived after 3 weeks, please contact Customer Experience. We will be happy to provide free replacements for any certificates lost in transit on their way from us to you if you let us know within 6 weeks of them being dispatched.
Restricted Claims
If your centre does not have Direct Claim Status for a qualification then the claims you make may be restricted. The claim will show 'Restricted Claim (N) in this instance, as shown below:
Please note: You will need to contact your EQA in order to have these certificates released. Unfortunately, Customer Experience will not be able to lift any restrictions on claims.