The Chartered Insurance Institute (CII) has faced criticism after a number of students sitting the R06 exam last week reported glitches in the system.
According to the Financial Times, many students who were carrying out the exam in centers across the UK reported computers kicking them out of the programme and in some cases completed work was not saved.
In August almost 10% of candidates who were due to sit CII financial protection exams were also unable to do so due to technical glitches.
The outlet reported that people sitting the exam this summer were also unable to contact the CII using its online chat bot, email or telephone throughout the day.
Gill White, chief customer officer of the CII, told FT there was a “small number of isolated incidents during the R06 exam where candidates encountered technical issues with the test centre equipment.”
She added: “Our exam centre and assessment provider PSI is investigating why these issues occurred so that measures can be put in place to ensure it will not happen again.
“We apologise to this candidate and will discuss their circumstances with them to understand and support them effectively. As with any session, any candidate who feels their performance was impacted by a technical issue or personal circumstance should email us to request special consideration during marking.”