Test Incidents

The incident process is now closed for the 2025 test cycle. Incident investigation requests submitted more than 5 days after your test date will not be accepted.

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 VUE 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

Candidates are required to read the Test Rules prior to testing, which advise them that any problems during testing must be reported to a member of test centre staff/online proctor immediately.

A Test Incident is defined as:

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.

Candidates who feel that a problem during testing has not been satisfactorily resolved must obtain a case number from the test centre/online proctor to allow them to request an incident investigation (if appropriate).

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 may request an incident investigation.
Candidates should normally request an incident investigation 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 VUE 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 not be considered

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 their personal computer hardware or equipment.
disruption to their 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 in advance of their test (see Access Arrangements).
Appeals about admissions decisions, which should be addressed to the individual university concerned.

Making an Incident Investigation Request

Incident investigation requests must be submitted using the online form (linked below). Pearson VUE 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).