Terms and Conditions

Please read these terms of service as they contain information about your rights and obligations when using the Pass Functional Skills service. (“this website”, “We”, “PFS” “the company”).

Pass Functional Skills (PFS) is a trading name of Complete Tuition Ltd.


1.1 PFS offers formal examinations for Ofqual regulated functional skills exams. When you sign up for these services, you do so in accordance with the following terms. You also must have read and agree with the following privacy notices as set out by this UK government website: https://www.gov.uk/government/publications/lrs-privacy-notices/lrs-privacy-notice

1.2 Candidates can book the exams directly through the PFS website, which details how each exam works. When signing up for our exams you agree to adhere to our terms and conditions, which includes the creation of a free course user account for each exam booking.

1.3 We provide learner instructions which are guidelines for each examination to help learners set up correctly in advance of exam day. It is the learner’s responsibility to ensure they have read these instructions prior to the exam day.

1.4 Those individuals who fail to comply with examination protocols may be disqualified from an examination based on the evidence provided by the invigilator or exam recording.

1.5 Examinations are marked by qualified examiners. Results are provided within set timescales and certificates are awarded when candidates meet the required standard. In the rare event results are late, we accept no liability relating to any losses incurred by exam entrants. We endeavour to provide results within good time, but occasionally this is out of our control and therefore we can not guarantee the timescales stated on our website or those given by administration staff.

1.6 We are not responsible for the outcome of any examinations, and cannot be held accountable for candidates that receive a mark or grade they are not happy with.

1.7 Where the payment is via Partial.ly, all fees relating to the exam must be paid before the exam results are released.

1.8 Where learners wish to appeal an exam result, they are welcome to do so but this will incur an administration fee. Appeals can take up to 25 working days and this will result in a potential delay to any resit. Appeals where the mark is more than 1 mark away from the pass mark have little to no chance of success

1.9 Free component resit for Functional Skills English Level 2 Exam – This gives you one free resit for one of the 3 exams which make up the Level 2 qualification. If you fail more than 1 of the constituent exams, a resit fee will apply.

1.10 Free resits for maths and English only apply if the course and exam are purchased together at the same time as the same product. Free resits do not apply to exams where the course is purchased separately. Free resits do not apply to funded course options.

1.11 All Free Resits expire 1 year after receiving the initial result.

1.12 Free resits cannot be transferred between subjects.

1.13 Exams that are booked for “choose date later” expire after 1 year.

1.14 Functional skills exams can be rearranged for a fee starting from £20, this fee can vary depending on availability.

1.15 Where a date is selected for your speaking, listening and communicating (SLC) exam, you can not rearrange this exam as other learners are dependent on your participation for the exam to go ahead. Therefore the standard cancellation fee of £99 will apply in these circumstances.

1.16 Where exams are rearranged due to a learner not meeting the exam requirements, a fee starting from £20 will apply. This fee can vary depending on availability. (This does not apply to SLC exams, see below). We advise all learners to read these instructions carefully. (https://passfunctionalskills.co.uk/full-exam-instructions-and-requirements/).

1.17 Where SLC exams are unable to go ahead due to the learner not meeting the exam requirements, a £99 fee will apply. All learners must agree to the exam instructions before taking the exam. These instructions will detail compatible devices and other requirements for the exam. We advise all learners to read these instructions carefully (https://passfunctionalskills.co.uk/full-exam-instructions-and-requirements/).

1.18 If you fail to turn up for your exam, the exam will have been classed as complete and a full exam purchase would be required.

1.19 If you purchase an exam rearrangement, the initial exam booking is completed, and as such, no refund can be issued linked to this initial exam booking fee. If you then decide to cancel your exam booking altogether, the refund can only be applied to the rearrangement fee if you are still within the 14 day cooling off period.

1.20 Those who require reasonable adjustment for their exam must allow for a minimum of 20 working days for this to be applied. If you book an exam date without leaving 20 working days, then you risk not having any reasonable adjustment being applied. It is your responsibility to ensure you leave enough time between exam booking and your exam date for reasonable adjustment to be applied.


2.1 All paid courses involving access to the software are non-refundable once logged in and the content accessed. Once logged in it is assumed the software has been accessed and therefore no refund is due.

2.2 Any content within a course is owned by PFS along with all rights relating to it. When you take a course you are able to use this content for the sole purpose it is intended for and under no circumstances have the permission to share this content. Where you purchase a course, the login details created are for your use only. Sharing of login details with others is prohibited and could result in your course being cancelled.

2.3 PFS accepts no liability for performances in exams or otherwise, for those who have used one of our online courses.

2.4 Course access expires after 1 year.

2.5 Where a funded course is offered, this is part of an examination fee. If the course has been accessed, no refund is therefore due. If you decide to cancel the examination within 14 days, then the full course fee will be deducted from the fee you have paid before any partial refund is issued.

Cancellation and Refund Policy

3.1 Shop products such as revision cards and revision guides can be returned to Complete Tuition Ltd, Evans Business Centre, Hartwith Way, Harrogate, HG3 2XA and will qualify for a refund if a refund is requested within 14 days of receipt of the order and are unused and are still in ‘new’ condition. Return shipping fees are non-refundable.

3.2 Purchasing an exam from PFS immediately instructs our team to process your booking, this is the start of the service we offer. You are able to claim a partial refund, minus cancellation fees, within 14 days of your exam purchase, as long as:

  • you haven’t taken the exam during this time
  • the exam date selected isn’t within the next 5 working days.

3.3 If you have selected a date and the exam date is within 5 working days of the cancellation request, no refund is due.

3.4 All exams with a date further than 1 month in advance from the date of the cancellation request, that are cancelled within the 14-day cooling-off period will incur a £20 cancellation fee per exam

3.5 For functional skills English exams, where SLC instructions have been provided, this is considered the start of the exam and in this scenario a £99 rearrangement fee is applicable and no refund would be due.

3.6 All exams with no date chosen, that are cancelled within the 14 day cooling off period will incur a cancellation fee of £20 per qualification

3.7 All exams that are cancelled within the 14 day cooling off period, with a selected date within a month of the cancellation request incur a £49 cancellation fee per exam (please note that once SLC instructions have been provided, this is considered the start of the exam and so a £99 rearrangement fee will be incurred).

3.8 Cancellations outside of the 14-day cooling-off period are not due a refund for Mathematics or English.

3.9 If you have selected a date and the exam date is within 5 working days of the cancellation request, no refund is due.

3.10 Those who pay monthly are required to pay in full in order for their results to be released.

3.11 All paid courses where software has been accessed are non-refundable.

3.12 All refund requests must be made within the 14-day cooling-off period and must be made in writing to help@passfunctionalskills.co.uk

3.13 All deposits are non-refundable.

Tuition Services

4.1 Where we offer to provide an academic tutor, we will look to ensure they have sufficient qualifications, training and experience to deliver effective functional skills tuition.

4.2 We have no liability for the performance of learners in exams, and signing up to our tuition service does not guarantee any success in examinations.

4.3 Where learners are unhappy with lessons we encourage them to contact the company as soon as possible. If you have had 1 lesson and you decide to cancel, a refund will be provided. If you have more than 1 lesson no refund will be offered.

4.4 Where learners are under the age of 18, they must have permission from their parent/guardian in order for the tuition to go ahead. All tuition arrangements should be set up by the parent/guardian on behalf of the child.

Training Provider Services 

5.1 Apprenticeship training providers, colleges and Universities (collectively known as training providers) that use our training provider service are bound by these terms of service.

5.2 Every training provider needs to agree to the specific service level agreement (SLA) that has been provided to them prior to the commencement of our service.

5.3 Every training provider should agree to the terms set out in the specific contract provided prior to the commencement of our service.

5.4 The SLA and contract will detail all of the terms of service including our commitments to service levels and what we expect in return from training providers. It also covers specific details such as refunds, exam resits and other technicalities.

5.5 It is the training provider’s responsibility to read the SLA and contract and highlight any amendments that need to be made. Following service commencement, any amendment requests may be rejected.

5.6 We accept no responsibility for losses or damages relating to details or omissions of our SLAs and contracts. We give training providers every opportunity to read these documents and ask for amendments prior to service commencement. Any errors or omissions are your responsibility to identify. We encourage training providers to work with us to finalise contracts and the specific SLA detail to help ensure you satisfy any relevant legal requirements for your business and associated stakeholders.

Complaints Procedure 

5.7 We will look to resolve complaints as soon as we are aware of them. If you are on our live chat or phone system and are unhappy with the solution provided by our customer service representative then you are entitled to make a formal complaint.

5.8 All complaints must initially be submitted via email to help@passfunctionalskills.co.uk so we have a copy of your complaint in writing. Our team will then look to resolve this within 24 working hours. Where complaints are more complex and require additional investigation this may take up to 5 working days.

5.9 After submitting a formal complaint if you are not satisfied with the outcome, you are entitled to escalate the complaint to our dedicated complaints team at the following address: Complete Tuition Ltd, Complaints, Evans Business Centre, Hartwith Way, Harrogate, HG3 2XA. Our team will look to investigate this and if the complaint warrants a further response then we will respond within 20 working days of receipt of the letter.

5.10 Please note that Complete Tuition Ltd is a registered examination centre, but we do not provide the assessment materials directly and we are not the regulator. Any complaint relating to these aspects of the service we provide will be looked into but in many cases, we have no ability to address issues relating to assessment materials and the regulatory body Ofqual. If this is the case our team will inform you and will close the complaint as it is not related to our service delivery. This includes, but is not limited to things such as; exam results turnaround times, assessment material content and exam procedure that follows the Ofqual regulatory framework.

Data Policy 

  1. This policy applies to all personal data processed by the company.
  2. The DPO and management shall take responsibility for the company’s ongoing compliance with this policy.
  3. This policy shall be reviewed at least annually.
  4. To ensure its processing of data is lawful, fair and transparent, the company shall maintain a Data Protection Actions and Timelines Policy.
  5. Individuals have the right to access their personal data and any such requests made to the company shall be dealt with in a timely manner.
  6. All data processed by the company must be done on one of the following lawful bases: consent, contract, legal obligation, vital interests, public task or legitimate interests (see ICO guidance for more information).
  7. Where consent is relied upon as a lawful basis for processing data, evidence of opt-in consent shall be kept with the personal data.
  8. Where communications are sent to individuals based on their consent, the option for the individual to revoke their consent should be clearly available and systems should be in place to ensure such revocation is reflected accurately in the company’s systems.
  9. The company shall ensure that personal data are adequate, relevant and limited to what is necessary in relation to the purposes for which they are processed.
  10. The company shall take reasonable steps to ensure personal data is accurate. Where necessary for the lawful basis on which data is processed, steps shall be put in place to ensure that personal data is kept up to date as set out in the Data Protection Actions and Timelines Policy
  11. To ensure that personal data is kept for no longer than necessary, the company shall enact its archiving policy for each area in which personal data is processed and review this process annually.
  12. The archiving policy shall consider what data should/must be retained, for how long, and why. The checks to ensure data is deleted and archived in a timely manner are set out in the Data Protection Actions and Timelines Policy.
  13. The company shall ensure that personal data is stored securely using modern software that is kept up to date.
  14. Access to personal data shall be limited to personnel who need access and appropriate security should be in place to avoid unauthorised sharing of information.
  15. When personal data is deleted this should be done safely such that the data is irrecoverable.
  16. Appropriate backup and disaster recovery solutions shall be in place.
  17. In the event of a breach of security leading to the accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to, personal data, the company shall promptly assess the risk to people’s rights and freedoms and if appropriate report this breach to the ICO (more information on the ICO website).


Complete Tuition Ltd values its learners and respects their privacy. Any information we collect about you is held with the utmost care and security. The trust and confidence of our customers and visitors is essential to us – we would never do anything to jeopardise that. We will only collect personal data on this website in order to process a request – a sample request, an account payment or an enquiry. We will never use these details for anything other than to service your request. Once we have a previous relationship with you (including by one of the actions listed above), then we may send you the occasional email to keep you up to date on our products and see if there is anything we can do to help you.

Data We Collect


We may set cookies on your browser, for the following purposes:
1: a cookie to track your session – this will track the items you have added to your cart, progress through checkout, and is also used to send automated complete your purchase reminders etc – in other words, support our core eCommerce functionality.
2: a cookie to track if we have shown you our welcome message previously so that we don’t show it again.
3: third-party Google Analytics cookies which track all visits to our website anonymously. More information at: https://support.google.com/analytics/answer/6004245
4: third-party Facebook cookies which track your session if you have visited our website via a Facebook or Instagram advertising campaign.

Personal Information

In limited circumstances, we may ask you to provide personal data on our website. This data may include:

• Name • Email Address • Telephone Number • Billing Address • Shipping Address • Date of Birth (Applicable for certain products only) • ULN (for exams only)

The only time we will ask for any or all of this data is if you have asked us to perform one of the following actions:

1. Process an eCommerce purchase placed by you

2. Process a payment you are making against an order

3. Provide assistance to an enquiry made through any of our contact forms

4. You have booked an exam through our service

We will only ever ask for information that is relevant to help us action your request and we will only use that data to fulfil your request. If you have provided us with an email address, we may send the occasional email to you to keep you up to date with our products and to reach out to see if there is anything we can help you with. You can ask us to stop these mailings at any time by emailing management@passfunctionalskills.co.uk

Transfer of Data

In order to better fulfil any requests, we may move your data into our Customer Relationship Manager system. This system is only ever accessed by Pass Functional Skills employees and any data we hold on you will never be shared with other people or companies without your consent. We will never sell, rent or otherwise share your data for commercial purposes.

Your Rights

You are entitled to view, amend, or delete the personal information that we hold about you at any time. Email your request to us at management@passfunctionalskills.co.uk and we will respond and action your request as appropriate within 30 days.

Changes to Our Privacy Policy

From time to time we may review our privacy policy to ensure it is compliant with relevant legislation or to otherwise improve or clarify points contained within. This policy was last updated on the 10th of May, 2021. We recommend that you review our privacy policy from time to time, and before sharing any personal data with us. If at any time you no longer consent to us processing your data in the ways outlined above, then please email us at management@passfunctionalskills.co.uk

Registering with us

If you register with us, we save the details you provide and use them to enable us to personalise the service we offer to you. You can update your details at any time by contacting us. Please note we never store card details.

Who has access to the information you provide or we collect?

We retain access to some personal information that we have collected from you, but only for an appropriate amount of time.

With regard to the testing services we provide, we hold the rights to all exam papers provided and any content or material linked to the provision of examinations. This includes but is not limited to, completed exam papers and recordings of online mock examinations.

If we offer or supply a service to you that is provided on our behalf by a third party we may have to pass your information to them in order to deliver the service. By using this site you consent to us providing your information to the third parties licensed by us to provide such services. We will not otherwise disclose, sell or distribute your information to any third party, not associated with us without your permission unless we are required to do so by law. We will not provide your personal information to third parties for marketing purposes.

For functional skills examinations, we do share your information with the exam board Open Awards in order for them to process your information in relation to your exam.

Access to, changing or removing the information we hold

Registered users of Pass Functional Skills can update their information by logging into their Pass Functional Skills account and following the instructions provided. In order to ensure our service remains relevant to you, we encourage you to update your contact details as and when they change.

Changes to the policy

We may change this policy from time to time as we add new services or features or in response to changes in the law or our commercial arrangements. Any changes to this policy will be posted on this site. Users of the site are advised to check these terms regularly.