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CII apologises for exam glitches as site crashes again

CII apologises for exam glitches as site crashes again

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.