Purpose of this Policy

This policy sets out the process by which complaints relating to VICTVS products and services used in connection with the FIFA Football Agent Exam are submitted, assessed, investigated, and resolved. It applies exclusively to complaints received through the official VICTVS complaints form available via the VICTVS Support Portal.

Scope of Complaints

VICTVS will consider complaints only where all of the following conditions are met:

• The complaint is submitted via the official complaints form on the VICTVS Support Portal.  To access the form please CLICK HERE.
• The complaint relates solely to the provision, performance, or operation of VICTVS assessment technology and remote invigilation services.
• The complaint concerns a candidate’s own exam experience.

Complaints that fall outside this scope will not be reviewed by VICTVS.

Exclusions

The following matters are expressly excluded from this complaints process:

• Complaints relating to exam content, exam rules, eligibility, scoring, pass or fail decisions, certification, or regulatory outcomes.
• Complaints relating to decisions, policies, or procedures of FIFA.
• Complaints submitted by third parties on behalf of candidates, unless expressly authorised and evidenced.
• Complaints submitted through any channel other than the official complaints form.

Such matters must be raised directly with FIFA through the appropriate channels.

Submission of Complaints

All complaints must be submitted using the VICTVS complaints form.

Candidates must provide accurate, complete, and truthful information.  Failure to provide sufficient information may delay the investigation or result in closure of the complaint.

Investigation and Evidence

Complaints may require further investigation.  Candidates may be required to provide additional evidence including written statements, participation in a remote interview, and reconfirmation of identity and exam environment details.

Failure to cooperate may result in closure of the complaint.

Fraudulent or Dishonest Complaints

Any complaint considered to be fraudulent or dishonest will result in the complaint being shared with FIFA and may result in the exam result being voided.

Outcome and Response Times

VICTVS will issue a response within twenty working days of receipt of a complete complaint.  Where investigations are complex, this timeframe may be extended and the candidate informed.

Data Protection and Confidentiality

All complaints are handled in accordance with UK GDPR and applicable data protection legislation.

Limitation of Liability

VICTVS provides assessment technology and remote invigilation services on behalf of FIFA and accepts no liability for matters outside its direct control.

Finality of Decision

The outcome communicated by VICTVS represents the final position of VICTVS in relation to the complaint.