Almost 100 advisers were unable to sit their Chartered Insurance Institute exam last month due to problems with the exam software, with up to 744 advisers hit by system delays.
The CII uses City & Guilds IT system to run its exams.
On November 28 advisers experienced problems with the IT system running slowly. Out of the 271 advisers entered for an exam that day, 96 were told they would be unable to take the exam. The remaining 175 candidates sat the exam but experienced the slow running system.
Advisers taking exams in Glasgow, Newcastle, London, Manchester, Peterborough, Guildford, Birmingham, Ipswich and Norwich were affected.
On December 2 the same problems began to emerge. Although all 569 candidates sat their exam, some advisers experienced a delay of up to 45 seconds between each question. Typically an hour long exam can involve 50 questions.
The CII has given a free resit to those advisers who could not take their exam. It says the systems problems would have been taken into account during the marking process, but those advisers who received a borderline fail they will be offered a free resit.
Advisers with a clear fail mark will not be offered the free resit.
A CII spokeswoman says: “We have asked City & Guilds to look into this and make sure there are no further issues or repeats of this happening again. We are pushing them as hard as we can to do that.
“For those candidates that are taking exams it is important we get this right. We do work as hard as we can and we do mostly get it right. But if it goes wrong we will try and fix it and set it right as quickly as we can.”
The system problems meant that some advisers who had passed could not print their pass certificates. The CII says advisers should have received a copy by post, but if advisers have not received their certificate or have a query they should contact the CII’s customer service department.
In April a system failure at CII exam centres left up to 107 advisers unable to take their exams.
In May the professional body found 35 missing exam papers after telling advisers the papers had been lost and advisers would need to retake their exams.