Frequently Asked Questions

Our systems are designed to be as intuitive and easy to use as possible. If you have any questions regarding our process or courses click on the category that you want to know more about.

If you are unable to find the answer to your question, please contact us:


General Enquiries

Q. What's included within the Personal Licence Holder training package?

For each individual learner the course includes:

  • An interactive accredited licensing module
  • An SQA Personal Licence Holder handbook 
  • The exam in a Pearson VUE Test Centre
  • An accredited SQA certificate
  • Dedicated support from our team of experts

Q. What does APLH and SCPLH stand for?

SCPLH: Scottish Certificate for Personal Licence Holders
APLH: The Level 2 Award for Personal License Holders (QCF). This qualification used to be known as the NCPLH or National Certificate for Personal Licence Holders (England & Wales).

Q. Is PLH Online fully accredited?

Yes. Our Personal Licence Holder online training modules and exams for both the APLH and SCPLH qualifications are fully accredited by the SQA. Their privacy policy can be found here.

Q. Do you offer the exam online?

Our exams must be taken within a Pearson Vue Test Centre under invigilated conditions. 

Q. How long does it take to do the whole course and receive my certificate?

The online training may take you a few hours to complete based on your experience and learning style. Generally, we recommend you give yourself at least 6 weeks to complete the whole process - from training to application with the local authorities.

Q. What do you use my data for?

We pass your details on to SQA who will issue your certificate.  You can view the SQA privacy policy here.

The Training

Q. How quickly can I start the Personal Licence Holder training?

As soon as you have completed your online purchase, you will be asked to set-up who the learners are: you or an employee(s). Once we have these details you can start training immediately.

Q. Where do I get my SQA Personal Licence Holder handbook?

For the SCPLH qualification you will receive your Personal Licence Holder handbook through the post. It will be posted to you on the day of purchase, if you haven't received it within a couple of days please email us on

For the APLH qualification you will receive instructions on how to download your Personal Licence Holder handbook.

Q. Can I do the licence holder training module at work and at home?

Yes, your access code will allow you study from more than one device meaning you can study at home, at work or on the go.

Q. What if I lose or need a copy of my training instructions?

Simply log into your Account with PLH Online using the My Account button at the top of the page where you’ll be able to find your instructions. For further support, contact our team on

Q. How long does the online training module normally take to complete?

Everyone trains at their own pace, but the licensing module normally takes around 1.5 - 2 hours. You also need to allow additional time to study the SQA Personal Licence Holder handbook.

Q. How long is the training available for?

The PLH Online module and the exam with Pearson Vue are both active for one year. Your access code will only be valid for 2 weeks from when you first activate the module; please be sure to complete your training in this time. Once you have completed the module you will be unable to revisit the material. 

The Exam

Q. How do I book my exam?

Book your exam online with Pearson VUE

Simply call their team on +44 (0)161 855 7509 and quote your PLH Online Access Code.

Alternatively, you can book your exam online. If you have never used a Pearson VUE test centre before, when you book your exam online you will be asked to Create a New Web Account by entering a user name and password. Bookings can be made on the web 24/7.

Q. Where do I sit the exam?

The licensing exam is sat in a Pearson VUE Test Centre. Pearson VUE are the world's leading computer-based testing company and have the largest network of owned test centres in the UK. Pearson VUE provides learners with a secure testing environment and are conveniently located throughout the UK.

Q. Where is my nearest test centre?

Look up your nearest test centre here

80% of the population (either at home or work) are no more than 20 miles away from their nearest test centre.

Q. What if I need to call Pearson VUE?

If you would like to call Pearson Vue to arrange, cancel, or change an exam, then you can do so by calling +44 (0) 161 855 7509. You should have your PLH Online Access Code ready before you speak with Pearson VUE, as they will need this to look up your details.

Q. What tools will I need to sit the exam?

You will be required to present a current valid passport or a current valid UK photo card driving licence (full or provisional) at the Pearson Vue reception desk on the day of your exam. If you present a biometric passport which does not contain your signature, you will be required to present an additional form of ID, such as a debit/credit card which includes a signature.

Please check that your first name and last name match EXACTLY with the identification documents that you intend to present on the day of your test.

If you don't have either of the above forms of ID then please contact the PLH Online team on to confirm which form of ID you are able to present (e.g. birth certificate, marriage certificate, utility bill, credit card). Please note this must be done at least 72 hours before your exam.

Q. What is the pass mark for the exam and what if I fail?

The pass mark is 70% - to pass the exam you must get 28 answers correct out of 40 questions.

If you fail your exam you will need to purchase a new exam via PLH Online, please do this by contacting There will be a charge of £35 + VAT. Once you have been supplied with a new PLH ID you can book a new exam via Pearson Vue.

Q. What if I need to reschedule or cancel my exam?

You may reschedule your exam, without charge, if you call Pearson VUE at least 24 hours before your scheduled exam time.

If you cancel within 24 hours of your exam or you fail to turn up for your exam you will need to schedule a new time and date, and there will be a charge of £35 + vat to reschedule.

Q. What are the exam conditions?

We recommend you call Pearson VUE on +44 (0) 161 855 7509 to discuss the exam conditions. Most importantly, please arrive at the Pearson VUE test centre at least 15 minutes before your scheduled appointment time to complete the necessary check-in procedures.

 Q. How can I appeal?

You can find details about the appeals procedure under policies.

Your Certificate

Q. When will I receive my Personal Licence Holder certificate?

On successful completion of the APLH and SCPLH exam, the certificates are issued by SQA and posted directly to you by them. This can take up to 21 days.

Q. What happens once I’ve completed the exam and I have my certificate?

On receiving your certificate in the mail, you can contact your local Licensing Authorities to arrange your application for the Personal Licence.

Q. What happens if I change my address before I receive my certificate?

If you have changed your address since being registered as a candidate then please contact us to let us know as soon as possible and we will update your details.

If you have sat your exam and then your address changes, please call us immediately and we will update your details.

If the SQA have already sent out your certificate to your old address, there will be a charge of £38 to cover the cost of SQA sending another certificate to your new address.

Q. What happens if I've lost my certificate?

If you've lost your certificate, or if it has been damaged, you may need to apply for a new one through the SQA. To do this, you will need your SCN number (Scottish Candidate Number). If you have this, simply visit and fill out the form online.

If you do not have your SCN number, please contact PLH Online directly to ask for this.

Q. Who do I contact if I've still not received my certificate?

If you have not yet received your certificate in the post after 21 days of completing your exam, please get in touch with the team at PLH Online. We will be able to ask the SQA for their support in finding out when the certificate was issued, and where it will have been sent to. 

My Account

Q. So I've bought the course online, now what?

Once you have completed the purchase online, you now have to register as a candidate. On the My Account page, you will find a button to 'Allocate Training'.

The next page will then show you where to 'Add a new learner'. It's important that your details match the information on your method of identification as you will need this when you come to book your test with Pearson VUE.

Q. Once I have set-up a learner, can I change the person who the training module or exam is for?

Once you have set-up the learner you cannot change the individual's information. Once entered the licence holder exam will be locked for that person only.

Q. I'm a manager and therefore need to check how my candidates are progressing. How do I do this?

As an Account holder, you can use the My Account feature to see how your candidates are progressing. To do this, simply log on using your email address and password and click on the 'Training Status Report'. 

Q. I need to change my PLH Online Account details. How do I do this?

You can update your administrator details on the PLH Online account by selecting the 'My Details' tab.

Please note that although you may change your administration details, this will not update the learner's details for the person doing the course.

Q. How do I start the online training module?

When you receive your training instructions email, you will also receive a unique Access Code to start the module. Once you have this, simply enter it into the 'Access Code' box at the top of this page to get started with your training.

Systems Support

Q: My Access Code doesn't seem to be working.

If you see the message for an 'Invalid Access Code' this means that you are trying to use a code that does not exist on our system. Please make sure you have entered the access code exactly as it appears on the instructions given and that you have a connection to the internet.

Q. I'm doing the APLH England and Wales course, how do I download my handbook?

The handbook for the APLH England and Wales course is available to you once you open the module. If you are unable to download the handbook for whatever reason, please get in touch with our team as we will be able to send you another copy via email. You may need to update your PDF Reader from Adobe to be able to receive and view PDF documents.

Q. I've lost my Access Code, how do I get a copy?

To get a copy of your Access Code, you can log in to your PLH Online account at this website. Alternatively, if someone else has registered your learner details, you may ask them to log into their Account and resend the Access Code to you.

You may also contact the team at PLH Online to ask for a copy of your Access Code.

Q. Can I do the course offline?

The training module is delivered online and therefore you must ensure you are connected to the internet.

Q. Can I do the training module on a mobile device?

Yes. Our online training modules are compatible with most market leading smart phones and tablet devices. Please ensure you hold your tablet or smart phone landscape to be able to see all of the relevant content. 

Technical Assistance

Q. What are the minimum system requirements for the training modules?

WEB BROWSER | Internet Explorer 9+ or other modern browser


SCREEN RESOLUTION | 1024 x 768 or greater

DOWNLOAD SPEED | Recommend 3MBPS or greater

Q. Speed; I have a slow online connection - will the interactive training module run for me?

You need Internet with a reasonable broadband connection (Above 3Mb per second) to stream the module successfully.

Q. I have MacBook or Apple product; will the training module run on this?

Yes, the training module will work on Apple products.

Q. Can I access my training module across more than one device?

Yes. You may access your online module at any time, day or night, from any internet based device.

Q. My module doesn't seem to load. How can I get it to start?

We recommend that you take a moment to check your internet connection and run our useful System Checker. The System Checker will ensure your device meets the minimum system requirements. In addition to this, you may benefit from switching browser or clearing your internet history. If you are unsure of how to do this, simply contact the team at PLH Online for technical support.

Purchasing Queries

Q. How do I purchase PLH Online training?

Please follow the link on our Home page to PURCHASE TRAINING and add the appropriate training to your basket. From there follow the checkout option, which will first ask you to register as a new customer before proceeding to a secure online transaction facility.

Q. What purchasing options are available?

For low quantity transactions, you can purchase online using our secure credit card facilities. If you have a requirement for larger quantities please do not hesitate to get in touch to discuss what payment options would suit you and what potential discounts are available.

Q. What methods of payment do you accept?

We accept all major credit and debit cards by way of online payment.

Q. Can I pay you by invoice if I don't have a credit card?

Yes, we can arrange for our Accounts Department to send you an electronic invoice. Once you have paid, please get in touch with the team here so that we may provide you with further information.

Q. Can I purchase more than 1 Personal Licence course at a time?

Yes! Simply add the number of relevant courses to your basket when you purchase. If you'd like to discuss potential discounts, please don't hesitate to get in touch.

Q. Can I have a refund if I have not allocated the training to a trainee? 

Once the training has been purchased we are unable to switch off the module and therefore we are unable to supply you with a refund.

What we advise in these situations, if you have purchased the training for a member of staff, is that you use the training for a different member of staff, keeping in mind that the training is valid for one year only.

Q. Can I have a refund if I have allocated the training to a trainee?

Once the training has been purchased we are unable to switch off the module and therefore we are unable to supply you with a refund. 

If you have already allocated the training to a trainee there will be a charge of £38 pounds to re-allocate this training to another learner, keeping in mind that the training is valid for one year only. The reason for this is, once the training has been assigned, these details are automatically sent to the examination center (Pearson Vue) and are un-editable. The charge is for a new exam with your new candidate’s details.

Further Help

Q. What support do you offer to candidates with learning difficulties?

We can offer a selection of tools and exceptions to our candidates who live with learning difficulties. Simply get in touch with the team to understand more about this process.

Q. Help! My question hasn't been answered yet. Who do I get in touch with?

We're here to help you. If you'd like to speak with PLH Online, you can contact us by emailing

For Pearson VUE enquiries, give them a call on +44 (0) 161 855 7509.