The Chartered Insurance Institute has apologised yet again for technical glitches on its website as advisers taking remote exams have faced further difficulties.
Both the CII and the Personal Finance Society’s websites are currently down, which has led to many advisers missing their exam slots, while others awaiting results were unable to access them.
One adviser told FTAdviser he was due to take an exam this morning but was unable to because of the glitch.
Jeremy Squibb, director of Serenity Financial Planning said: “My experience today was spotting that the website was down, then calling the helpline at 0910 - my exam was due at 0930 so thought 20 minutes was reasonable.
“After 25 minutes or so, I spoke to someone who then passed me on to PSI. By the time I enjoyed their 'hold' music for another 30 minutes, I was then passed to three more people, and then told that I cannot sit the exam today.”
Both the CII and PFS tweeted this morning that due to technical issues the websites were currently unavailable.
The CII said: “We are working hard to resolve this as a matter of urgency and apologise for any inconvenience caused. We will publish an update when these issues are resolved.”
A spokesperson for the professional body said: “We are currently experiencing a technical issue affecting our website and MyCII platform.
“If candidates are awaiting an exam result, we are asking them to please try to log in again later.”
Any candidates that are due to take remote exams and have missed their slot will be issued a voucher and can take their exam from early next week.
This comes as last year, during the pandemic, the CII apologised to candidates for “unacceptable instances” including problems with accessing remote invigilation sessions and technical issues during sittings.
Candidates had experienced a delayed start to a remote invigilated exam in July 2020, followed by some candidates experiencing technical issues with a remote multiple choice exam in August.
Technical issues continued in test centres in October last year, with candidates claiming their computer system froze or shut down hours into the exam.
However, these issues continued into 2021. In March, the CII was forced to issue its exam results a day early after it suffered a technical issue, causing confusion among candidates.
In April, it was reported that advisers were unable to take exams due to system failure.
Site crash 'expected'
Prior to today, Squibb said he had not experienced any issues to remote exams.
Speaking to FTAdviser, he explained that as he resides in Cornwall, he has to travel upwards of two hours to get to the exam centres and so the online function had been “a superb innovation”.
“The issue lies in getting access to it - which has been the problem today,” he said. “In the past, I've had a six hour round trip for a one hour exam, so hats off to the CII for sticking with the remote exams. The disappointing thing today is that so many people expected the site to crash and were not surprised.
“Consequently, those waiting for results cannot find them out, and those trying to get to their link to take an exam, similarly, cannot get access.”
He said it was “disappointing” the CII only started to respond to advisers over an hour after their original tweet.
“Yes there is a voucher for people to rebook their exam, but think of all of those who have gone through the exam preparation process this morning. Definitely keep the online testing and proctored exams, but find a robust way to allow the delegates to access the exam without the reliance on a website that apparently has issues when over-accessed.
“I really don't understand why a simple link [to the exam site] removing the website from the equation cannot be implemented - seems such a simple solution.”
Squibb explained the big impact this had on the candidates. “They clear their diary and schedule time to take the exam - often working around client meetings and whatever else they have in their lives.
“Secondly, the emotion of 'getting up' for the exam. It's a focal point, something which does drive strong anticipation, worry, anxiety, concern. Even the anticipation of hopefully passing and becoming fully qualified - there is so much going on in the candidate's brain.
“Not to mention the issue of having to rebook, reschedule the exam, then get back up for it all again - it's really not to be underestimated. The candidates may well be on tenterhooks now until they can resit the exam - I really feel for everyone who is in this position.”
Earlier this month, Sian Fisher, chief executive officer of the CII, who is stepping down next year, said work was already underway to update its systems.
She said the pandemic had impacted its events and exams business which was now moving to updated technology systems.
“These will future proof our services, including new delivery platforms for exams, learning, events and membership, while also benefiting our colleagues. When the transition is complete, we will be a much more effective and cost-efficient organisation.”
sonia.rach@ft.com
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