Feedback, Complaints & Appeals

At RIAM Exams, we are committed to delivering a fair and positive experience for every candidate. We welcome all feedback and take complaints seriously, using them to help improve our services.

Whether you're seeking clarity on a result, have concerns about an exam experience, or simply want to share your feedback, we’re here to listen.

Feedback or Complaints

If you have a concern about your exam day, the venue, the examiner, or any other aspect of your experience, we encourage you to get in touch as soon as possible.

Please email exam.feedback@riam.ie and include:

• Your name, address, and contact details (mobile and/or email)
• Whether you’re submitting the complaint on behalf of yourself or someone else (e.g. a student)
• The name of the candidate and, if possible, their candidate number or date of birth
• The exam venue and date
• A brief summary of your feedback or complaint (up to 150 characters)
• If your feedback concerns a specific individual, please include their name (if known)

For exam day issues, please contact us within 7 days of the exam. We aim to respond within 40 days.

Appeals: Exam Results

If you wish to formally appeal an exam result, we have a structured process in place. Appeals are reviewed by senior examiners not involved in the original assessment.

Please note:

• Appeals for ‘live’ exams (in-person) cannot lead to mark changes, unless a clear administrative error (e.g. calculation) has occurred.
• Appeals for ‘recorded’ exams and written Theory & Harmony exams can result in revised marks following independent review.

How to Submit an Appeal

1. Complete the Exam Appeals Submission Form below.
2. Include the following:
   • Name of the candidate
   • Name and contact details of the person submitting the appeal
   • Relationship to the candidate (e.g. teacher, parent)
   • Exam/application number
   • Venue (write "Online" if it was a video exam)
   • Brief reason for appeal (up to 150 characters)
3. After submitting the form, forward the candidate's mark sheet as a .jpg or .pdf in reply to the automatic confirmation email.
   Please do not send original documents by post.

Important: Appeals must be received within 21 days of receiving the result sheet. Submissions after this date will be reviewed internally, but we cannot guarantee a formal response.

What Happens Next

Once we receive your appeal or complaint:

• You’ll receive an acknowledgment within 30 days (feedback) or 40 working days (appeals).
• A senior member of staff or examiner—independent of the original assessment—will conduct the review.
• We may contact you for further information.
• You will be informed of the outcome once the review is complete.

Appeal Outcomes

For Live Exams:

• The examiner’s work is reviewed, including marking consistency and commentary.
• If appropriate, the examiner may be asked to provide a response (this may or may not be shared with the appellant).
• The outcome may result in:
  • Original mark upheld, or
  • Appeal upheld, with the original exam fee refunded or credited towards a future exam.

For Recorded Exams:

• The performance is reassessed by a senior examiner.
• Marks may be revised where appropriate.
• Outcomes:
  • Original mark upheld, or
  • Revised mark issued

Corporate Policies

Our corporate and safeguarding policies support all aspects of our exam delivery. You can view them here.

Final Note

Your feedback helps us maintain a fair, transparent, and high-quality exam experience. We truly value your input and thank you for taking the time to get in touch.