RSL Awards RSL's policies and regulations govern how we deal with our customers and centres so that we can ensure that everyone taking our qualifications has fair access to robust and quality assessment. Please click on the links below to access the relevant policy.
We want you to be as satisfied as possible with your RSL experience, but we understand that sometimes things can go wrong. If it does, we want you to be able to approach us to let us know about the problem and ensure we can help you find the quickest and best way to resolve it.
We’ll conduct all investigations in a fair and reasonable manner, and ensure that all relevant information is considered without bias, considering what you tell us against the evidence we can gather from our side. We’ll deal with your enquiry as promptly as possible, politely and confidentially. We’ll give you an explanation or an apology where we’ve got things wrong, and let you know what action we propose. Equally, where we think that we’ve followed processes correctly, we’ll explain why.
If you’re not happy with our initial response, you’ll be able to progress to further stages where the matter can be looked at again, ultimately by someone external to RSL.
We charge fees for remarks and appeals, to cover our costs in carrying out these procedures, but these are fully refundable if your complaint, enquiry or appeal is upheld. We’ll use all enquiries and appeals, whether or not they are upheld, to gather useful data to help improve our service.
Our complaints, enquiries and appeals policy (Graded Examinations and Diplomas) can be downloaded below, explaining in more detail the process that you need to go through and the fees associated with each service offered. As outlined at Section 4.1 of the policy, the first step is to contact us via our complaints page or email appeals@rslawards.com or write to: Head of Operations (Exams), RSL Awards Ltd., Harlequin House, 7 High Street, Teddington, TW11 8EE, UK, setting out the nature of your concern.
If you want to bypass this step and apply directly for a formal clerical check, remark, investigation or appeal, you can do so by filling in this form (which can be downloaded below) and emailing it to appeals@rslawards.com
| Document | File Size | Type | Total Pages |
|---|---|---|---|
| RSL Awards Graded Exams and Diplomas Complaints, Enquiries & Appeals Policy | 240KB | 8 | |
| RSL Awards Graded Exams and Diplomas Complaints, Enquiries & Appeals Application Form | 88KB | DOCX | 3 |
| Document | File Size | Type | Total Pages |
|---|---|---|---|
| Exam Regulations | 315KB | 1 | |
| Exam Regulations (Welsh) | 337KB | 1 | |
| Entry Terms and Conditions | 671KB | 3 | |
| Online Shop Terms and Conditions | 1137KB | 5 | |
| UK Graded Music Exams Date Change & Deferral Policy | 274KB | 1 | |
| Professional Diplomas Terms & Conditions | 174KB | 4 | |
| Terms & Conditions for Video Exams and Live Video Exams (Graded Exams) | 171KB | 4 | |
| Refunds Policy | 193.5KB | 1 | |
| Subtitles Guidance for Recorded Video Exams | 81KB | 2 |
| Document | File Size | Type | Total Pages |
|---|---|---|---|
| Complaints Policy | 130KB | 9 (Complaints related to graded exams and diplomas should be dealt with according to the ‘Complaints, Enquiries and Appeals Policy (Graded Examinations)' found at top of page) | |
| Archiving and Benchmarking | 441KB | 2 | |
| Customer Service Statement | 490KB | 1 | |
| Equal Opportunities Policy | 444KB | 2 | |
| Graded Exams Malpractice Policy | 890KB | 4 Updated February 2023 |
|
| Conflicts of Interest Policy | 213KB | 8 Updated August 2019 |
|
| Requirements for the Identification of Candidates | 266KB | 1 | |
| Social Media Policy | 208KB | 1 Updated November 2018 |
|
| Websites and their Usage | 429KB | 2 | |
| Whistle Blowing Policy | 391KB | 1 | |
| Rockschool Recognition of Prior Learning Policy Jun 2018 | 76KB | PDF (Updated Dec 2018) | 5 |
| Reasonable Adjustments and Special Considerations Policy | 158.5KB | PDF (Updated March 2021) | 14 |
| Rockschool Interpreters & Translators Policy | 168KB | 3 |
| Document | File Size | Type | Total Pages |
|---|---|---|---|
| Certificate Replacement Form | 337KB | 2 | |
| Photographic ID Form | 177KB | 1 | |
| Rockschool Reasonable Adjustments Form | 209KB | DOCX | 2 |
| Special Considerations Form | 266KB | 2 | |
| Interpreter Declaration Form | 44KB | DOCX | 1 |
| Diploma Extension Request Form | 157KB | DOCX | 2 |
| Document | File Size | Type | Total Pages |
|---|---|---|---|
| RSL VQ Complaints, Enquiries & Appeals Policy | 99KB | PDF (Updated September 2022) | |
| VQ Resit and Retake Policy | 227KB | PDF (Updated Aug 2020) | 14 |
| RSL VQ Non Standard Academic Year Guidance Policy | 330KB | PDF (Updated Jan 2023) | 5 |
| RSL VQ Registration and Certification Policy | 3.6MB | PDF (Updated Aug 2020) | 17 |
| RSL VQ Multi Site Centre and Satellite Site Guidance | 450KB | PDF (Updated Aug 2020) | 9 |
| RSL VQ Centre Withdrawal Policy | 19KB | PDF (Updated Aug 2020) | 2 |
| RSL VQ Reasonable Adjustments and Special Considerations Policy | 140KB | PDF (Updated Dec 2022) | 5 |
| RSL VQ Malpractice Policy | 32KB | PDF (Updated Feb 2023) | 5 |
| Sanctions Policy | 114KB | PDF (Updated Feb 2023) | 6 |
If it’s regulations you’re after then check the regulations section of our website. Alternatively, if you’re looking for other policy-related information that doesn’t appear on this page we advise you to search our website or contact us and we’ll do our best to assist you.