Feedback and Complaints

The CISI welcomes all feedback and complaints on any aspect of our customer service and products. To enable us to deal with your feedback appropriately and in a timely manner, we have a number of online forms you can complete. All feedback will be responded to within 10 working days. Alternatively, you may contact us directly by email or telephone, Monday to Friday: 4:00 AM – 5:30 PM (BST) at: customersupport@cisi.org or +44 (0)20 7645 0777.

If you have already completed a feedback form and remain dissatisfied with the service you have received, please email us at feedbacksandcomplaints@cisi.org. Please ensure that you highlight your Feedback Reference Number confirmed within 2 workings days of submitting your original feedback.

If you experience any difficulties submitting your feedback, please email feedbacksandcomplaints@cisi.org with your feedback or complaint.

Please select the area for which you wish to leave feedback or make a complaint:

Frequently Asked Questions

These common questions may help you find your answer before providing feedback

Why were there extra questions in my exam?
It is important to us that the questions you get in your exam are fair – neither too difficult nor too easy, and free from ambiguity. To help us achieve this, we may include additional ‘trial’ questions in exams to ensure that new questions meet our strict standards by testing them under exam conditions. Trial questions do not count towards your final score, and you do get extra time to answer them.

When you answer the trial questions in your exam, you are helping future candidates to experience the same fairness in their exam and we thank you for your help.
Why are the questions in the learning material easier than the exam?
The questions used in your study material are for learning and revision purposes. While they are based on the syllabus, they do not necessarily replicate actual examination standard questions. They are, however, designed to test whether you have gained the knowledge or understanding relevant to particular sections of the learning material. Our workbooks are authored and reviewed by actual financial services practitioners who ensure the content is accurate and aligned to the syllabus.
Are sample papers on the website ‘exam standard’?
Yes, our sample papers are constructed from questions that have been through the same quality assurance process as ‘live’ questions and are at the same level. Many of the sample questions have been used in past live papers, thereby giving you an opportunity to experience a fair and accurate trial before you sit the exam for real. Sample papers are updated with each version of the exam.
Can I have my exam re-marked?
Multiple-choice examinations are assessed automatically by computer as soon as they are submitted. As the nature of the exam means that there is only one correct answer, we are unfortunately unable to remark multiple-choice examinations.

For our written (narrative) exams, we rely on the academic judgment of our examiners to mark scripts fully and fairly, so it is not our policy to re-mark written exam scripts. Details of our post results service for narrative exams can be found here.
Can I have a past multiple-choice paper?
We construct our multiple-choice exam papers from a random selection of questions from a question bank. As a result, we are unable to issue past papers because this would effectively place the question bank in the public domain and thereby invalidate the qualification. We do, however, offer sample papers for a number of our multiple-choice examinations. You may also find our Revision Express online study tool helpful. This provides exercises and questions to help you revise for your exam. You can find out more about Revision Express here or contact our Customer Support Team (customersupport@cisi.org | +44 20 7645 0777).
Can I have my script back after I have received my result?
We are unable to return scripts to candidates once a written (narrative) exam paper has been submitted at the end of an exam. We do, however, offer a post results service for unsuccessful narrative exam candidates. Details can be found here.
I want to appeal against my result. How do I do this?
Please see our Appeals Policy here.
Can I rely on the workbook alone?
The examination will be based on the content of the syllabus. The workbooks are designed to support your learning, although you may also find it helpful to read the financial press. At levels 3 to 5 you are expected to be able to apply principles outlined in the workbook to situations which are not explicitly stated in the material. The answer to a question could draw on information from more than one area of the workbook.

At level 6 and 7, while the official workbook is essential reading, you are expected to read around the subject, and this reading is not prescribed, although for some subjects, there are suggestions at the end of the syllabus. Questions will be set on the whole syllabus, and topical issues may be tested, so candidates are expected to be aware of developments in the relevant area of financial services.

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Exam feedback

To help us pinpoint the question you are drawing to our attention, we would appreciate it if you could answer the following questions. Please note that any information you submit on this form will be received in the strictest confidence and dealt with entirely separately from the CISI marking and results handling process.

Was your exam taken:

Please enter details of up to 3 test questions below.

You may provide feedback for up to 3 questions, if you would like to provide feedback for any further questions please submit another feedback form.

Please provide as much detail as possible and where applicable any relating documents e.g. syllabus or workbook reference.
It would be helpful if you could identify a source or reference to support your opinion about this feedback (for example, an FCA COB reference, web site reference or textbook resource)
Please provide as much detail as possible and where applicable any relating documents e.g syllabus or workbook reference.
It would be helpful if you could identify a source or reference to support your opinion about this feedback (for example, an FSA COB reference, web site reference or textbook resource)
Please provide as much detail as possible and where applicable any relating documents e.g syllabus or workbook reference.
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Exam Venue and Testing Issues

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Workbooks

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General feedback

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Written exam feedback

To help us pinpoint the question you are drawing to our attention, we would appreciate it if you could answer the following questions. Please note that any information you submit on this form will be received in the strictest confidence and dealt with entirely separately from the CISI marking and results handling process.

Please enter details of up to 3 test questions below.

You may provide feedback for up to 3 questions, if you would like to provide feedback for any further questions please submit another feedback form.

Please provide as much detail as possible and where applicable any relating documents e.g. syllabus or workbook reference.
It would be helpful if you could identify a source or reference to support your opinion about this feedback (for example, an FCA COB reference, web site reference or textbook resource)
Please provide as much detail as possible and where applicable any relating documents e.g. syllabus or workbook reference.
It would be helpful if you could identify a source or reference to support your opinion about this feedback (for example, an FCA COB reference, web site reference or textbook resource)
Please provide as much detail as possible and where applicable any relating documents e.g. syllabus or workbook reference.
It would be helpful if you could identify a source or reference to support your opinion about this feedback (for example, an FCA COB reference, web site reference or textbook resource)

Elearning

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