Version 1.0 - Last Updated: 24 Feb 2021

Schedules and service levels

Application processing service levels


Online applications with no physical evidence

95% within 5 working days

We will process 95% of all online applications that do not need any physical evidence and have successfully passed the Identity and Passport Service check within 5 working days of receiving them.

Online applications with physical evidence

95% within 20 working days

We will process 95% of online applications needing any manual check of physical evidence within 20 working days of receiving them. *

Paper applications

95% within 20 working days

We will process 95% of all paper applications within 20 working days of receiving them. *

Online Change of Circumstance forms

95% processed within 5 working days

We will process 95% of all Change of Circumstance forms you or learners submit on the Learning Provider Portal or the Customer Portal within 5 working days of receiving them.

Paper Change of Circumstance forms

95% processed within 5 working days

We will process 95% of all paper Change of Circumstance forms within 20 working days of receiving them.

 

* Where evidence is missing, the processing clock stops when we request further information from the learner. It restarts when the learner returns this information.


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