Test Centre Incidents
If you reported a problem during testing that was not satisfactorily resolved you may request an incident investigation.
This information is for incidents at a test centre. If you sat an online proctored test, refer to Online Proctored Test Incidents.
What incident investigation requests will be considered?
You will have had a copy of the UCAT Test Centre Exam Rules to read prior to testing which advises that problems affecting your test must be reported to the invigilator immediately.
Pearson VUE and the UCAT Office are very unlikely to take any action if you did not report the problem during your test – especially where it was possible that had you reported the problem, it could have been resolved by the invigilator.
Incident investigation requests relating to the following problems reported during testing will be accepted:
- A technical problem with the computer (hardware or software) or problems with equipment.
- Significant disruption caused by another user of the test centre.
- Disruption caused by excessive noise in the test centre.
- Unscheduled interruptions to the test such as a fire alarm.
- Problems relating to test content.
What incident investigation requests are excluded?
Incident investigation requests relating to the following will not normally be accepted:
- Problems that were not reported during testing.
- Requests submitted more than 5 days after your test date.
- Appeals against test scores or requests for re-scoring. The UCAT is a computer-based test and is marked automatically. Errors are extremely unlikely as the marking and scoring system is subject to rigorous testing before each test cycle.
- Noise due to normal test centre conditions (e.g., keyboard noise or other people leaving and entering the test room).
- Noise from test centre staff going about their normal business, including giving assistance to other candidates in the testing room.
- Circumstances relating to illness, injury or other personal circumstances affecting performance (refer to the Fitness to Test Policy).
- Lack of access arrangements, if not arranged in advance of your test (see Access Arrangements).
- Access refused due to late arrival.
- Access refused if incorrect photo ID has been presented.
- Appeals about admissions decisions, which should be addressed to the individual university concerned.
How do I request Pearson VUE undertake an incident investigation?
If you wish to have your case investigated, you must submit an incident investigation request using the form linked below. Pearson VUE will not accept requests over the phone.
You should submit your incident investigation request as soon as possible after testing. Requests submitted more than 5 days after your test date will not be accepted.
When making your request, you must provide your incident case number (given to you at the test centre) and a brief explanation of the incident which makes clear:
- in which UCAT subtest(s) the incident occurred;
- any action taken by you or test centre staff;
- an estimate of any test time lost (if relevant).
Once a request has been submitted, your case will be investigated by Pearson VUE and the outcome reported back to you by email within 5 business days.
If you have not received an email after 5 business days, please contact Pearson VUE Customer Services and quote the incident case number to obtain an update on an investigation.
Can a third party request an incident investigation on my behalf?
Candidates should make their own incident investigation request unless there are exceptional circumstances preventing this.
Where a third party (such as a parent or guardian) contacts Pearson VUE or the UCAT Office on your behalf we can only address general issues, unless we have your written consent to the third party acting on your behalf.
If a third party is acting on your behalf, we will communicate with both the third party and you to ensure you are aware of developments. Pearson VUE or the UCAT Office may in such circumstances request a first-hand account of any incident from you.
What are the outcomes from a Pearson VUE incident investigation?
Pearson VUE will investigate your incident, report back any findings and confirm one of the following outcomes:
- No action to be taken:
You have not followed the correct incident process, or the incident is considered to be of a minor or trivial nature or no evidence of an incident has been found.
- Referral to UCAT Office for action:
If Pearson VUE conclude that your incident was sufficiently serious to have impacted on your test performance, you will be advised to contact the UCAT Office to take this further.
If you wish to take your case further, you must email the UCAT Office, normally within 2 days of the outcome of the investigation by Pearson VUE.
The UCAT Office will then review the Pearson VUE findings and confirm an outcome (see “What are the outcomes from a UCAT Office Review?” below).
If you do not contact the UCAT Office in a timely way your case will be closed, and no action taken.
What can I do if I am not happy with the outcome of the Pearson VUE investigation?
If you are not happy with the outcome of an incident investigation undertaken by Pearson VUE you may request a review of your case by emailing the UCAT Office within 5 days of receiving the outcome from Pearson VUE.
A review of the case will be handled by a member of UCAT staff who will liaise with Pearson VUE as required in order to gather required evidence.
The UCAT Office will report back any findings and confirm an outcome (see “What are the outcomes from a UCAT Office Review?” below).
What are the outcomes from a UCAT Office review?
Following a review by the UCAT Office, they will confirm one of the following outcomes:
- No action to be taken
The candidate has not followed the correct incident process, or the incident is considered to be of a minor nature or no evidence of an incident has been found.
Your result may be annotated with a factual statement so that the Medical and Dental Schools you apply to, are aware of the circumstances which may have affected your test result.
- Retest opportunity
Only a small number of candidates are allowed to retest in any test year. The whole test must be taken again; re-sitting just the subtest(s) affected is not possible.
Your original result is made void and only the result of the final test in that test cycle (regardless of the result) will be made available to universities.
Please note: The UCAT Consortium never makes an adjustment to a candidate’s scores to reflect an incident during their test.
If you are not happy with the outcome of the UCAT Office review of your case please refer to the UCAT Consortium Appeals Policy.