If a learner or employer has not received the apprenticeship certificate within the expected timeframe, the training provider should take action to investigate and resolve the issue.
Contacting EPA Operations
The training provider should:
Contact EPA Operations directly
Provide relevant details, including:
Learner name
Apprenticeship standard
Any known delivery details
If required, the provider can also supply a new or updated posting address to ensure successful delivery.
What Happens Next
Once the query has been received:
An EPA Coordinator will:
Track the delivery status of the original certificate
Check whether it has been dispatched, delayed, or returned
If necessary, the coordinator will:
Request a certificate reprint through the Department for Education (DfE)
Important Considerations
Providers should allow sufficient time for:
Certificate claim (up to 20 working days after results)
Delivery (up to 15 working days after claim)
A reprint may be required if:
The certificate has been lost in transit
The address was incorrect or needs updating