Test Incidents
Overview
The UCAT Consortium is committed to ensuring a high quality and consistent candidate experience. To this end we work with our business partner Pearson to put in place processes and standard operating procedures to support candidates when they are taking their tests. On occasion things go wrong but we have rigorous processes in place to deal with complaints from candidates regarding their testing experiences.
Test Incidents
A Test Incident is:
- a problem that occurred during testing which the candidate feels adversely affected their test performance; and
- which they reported during their test; and
- which was recorded by a member of test centre staff/online proctor.
The Test Rules which candidates read prior to testing advise candidates that problems during testing must be reported to a member of test centre staff/online proctor immediately. Candidates who feel that a problem during testing has not been satisfactorily resolved must obtain a case number from the test centre/online proctor. This will allow the candidate to request an incident investigation.
Incident Investigation Requests
If a candidate had a Test Incident (as defined above) that they believe has not been satisfactorily resolved at the test centre or when testing online they should obtain an incident case number from the test centre or proctor.
They then should request an incident investigation, normally within one day of their test. Requests submitted more than 5 days after the test date will not be accepted.
The issuing of an incident case number (as outlined above) does not automatically result in UCAT or Pearson taking any action unless the candidate requests an incident investigation.
Incident investigation requests that will be considered
Incident investigation requests relating to the following Test Incidents reported during testing will normally be considered.
For test centre candidates:
- 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.
For candidates testing online:
- A technical problem with OnVUE software.
- Unavoidable disruption to their test environment.
For all candidates:
- Test content challenges.
Incident investigation requests that will Incident investigation requests relating to the following will not normally be considered.
For test centre candidates:
- 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.
- Access refused due to late arrival.
- Access refused if incorrect photo ID has been presented.
For candidates testing online:
- A technical problem with the candidate's personal computer hardware or equipment.
- A disruption to the candidate's test environment that could have been avoided.
- Missed tests due to late check-in.
- Missed tests if incorrect photo ID has been presented.
- Missed tests if a minor’s parent/guardian (with correct ID) is not present.
For all candidates:
- 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.
- 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 by the candidate in advance of their test (see Access Arrangements).
- Appeals relating to university admissions decisions, which should be addressed to the individual university concerned.
Making an Incident Investigation Request
Incident investigation requests should be submitted as a Help Request via a UCAT account. Pearson will not accept requests over the phone.
When making their request, candidates are required to provide their incident case number and a brief explanation of the incident which makes clear:
- in which UCAT subtest(s) the incident occurred;
- any action taken by the candidate or test centre staff/online proctor;
- an estimate of any test time lost (if relevant).
Candidates should submit their own incident investigation request unless there are exceptional circumstances preventing this. Pearson and the UCAT Consortium Office require a first-hand account of any incident from the candidate.
Where a third party (such as a parent or guardian) contacts Pearson or the UCAT Consortium Office on a candidate’s behalf to discuss the outcome of an incident investigation request, we would require the written permission of the candidate to further consider the request. In such cases we normally communicate with both the third party and the candidate to ensure they are aware of any communications/outcomes.
Processing Incident Investigation Requests
Stage 1: Investigation Outcome by Pearson
Following receipt of an incident investigation request, Pearson will investigate the incident, report back any findings to the candidate and confirm one of the following investigation outcomes by email within 5 working days.
| Outcome | Circumstances | Communication from Pearson |
| 1: No action to be taken |
|
Email confirmation explaining why this decision has been made. |
| 2: Referral to the UCAT Consortium Office for action | Pearson conclude that an incident may have impacted on test performance. | The candidate will be advised:
|
| 3: Retest Opportunity | There is clear evidence of significant disruption to a candidate’s test resulting in sizable delay or time loss. | The candidate will be advised:
|
Stage 2: Investigation Outcome by the UCAT Consortium Office
Where candidates contact the UCAT Consortium Office after having been referred by Pearson (outcome 2 above), the UCAT Consortium Office will consider the Pearson findings and confirm one of the following investigation outcomes.
| Outcome | Circumstances | Communication from the UCAT Consortium Office |
| 1: No action to be taken |
|
Email confirmation explaining why this decision has been made. |
| 2: Annotation An annotation is a factual statement that informs universities of circumstances which may have affected a candidate’s test result. |
UCAT Consortium Office conclude that an incident was sufficiently serious to impact on test performance. | The candidate will be provided with a draft annotation and invited to confirm the proposed wording. On occasion, amendments to the wording are permitted bearing in mind the need to provide consistent wording to universities. The final decision on wording will be made by the UCAT Consortium Office |
| 3: Retest Opportunity | There is clear evidence of significant disruption to a candidate’s test resulting in sizable delay or time loss. | The candidate will be advised:
|
The UCAT Consortium never makes an adjustment to a candidate’s scores to reflect an incident during their test.
Read the full UCAT Test Incident Policy.
