Cambridge Assessment English Complaints Policy
We welcome feedback from our customers. Where a complaint regarding one of our products or services is received, we undertake to deal with that complaint effectively, sensitively and speedily. We aim to learn from all complaints so that we can improve our products and services in the future.
We deal with complaints about the following:
- The conduct of a Speaking Examiner
- A training event for teachers on named qualifications
- Centre staff behaviour
- The delivery or assessment of a Teaching Qualifications course
- A Cambridge Assessment English employee
- The way an exam was administered
- A result (if a candidate feels they were affected by circumstances outside of their control, and they do not feel that special consideration was appropriately applied)
- A malpractice decision
- Our service, including the application of our standard processes (for example, special consideration, enquiry on results, appeals)
- Prolonged and/or frequent unavailability of systems.
Please note we cannot deal with complaints about incidents which took place at a centre where there is no record of them.
Other procedures
In addition to our complaints policy, we have a number of other procedures which you can use:
The processes are not part of our Complaints process – although you can make a complaint if you do not feel that we have responded to you appropriately through the normal procedures.
This useful guide will tell you what do to if something unexpected happens during your exam
What to do if you have a complaint
If you are a candidate or parent
Each of our examination centres has its own internal complaints policy for dealing with examination issues and you should approach your centre in the first instance. If you have done this but remain dissatisfied with the outcome you may bring your concern to our attention.
Registering a complaint with Cambridge Assessment English
To help us investigate your concerns promptly, please outline your complaint in as much detail as possible when contacting us. As well as the details of your complaint, be sure to include:
- your full name
- contact details (such as email address, postal address and phone number), details of the examination you have taken (where appropriate)including the date it was taken and the centre number and / or centre name.
- Copies of all previous correspondence with your centre, as well as the outcome of their internal complaints procedure where applicable.
You can submit your complaint to us in one of two ways:
Online
Please visit the Helpdesk page, where you can complete an online enquiry form. You will then be contacted and asked to supply full details of your grievance, along with copies of your previous correspondence with the centre, as well as the outcome of their internal complaints procedure where applicable.
By letter
Please send your completed complaint, and copies of all previous correspondence with your centre, to:
Helpdesk
Cambridge Assessment English
The Triangle Building
Shaftesbury Road
Cambridge
CB2 8EA
United Kingdom
We aim to provide you with an acknowledgment to your complaint within two working days. As part of our investigation into your concerns, where applicable, we will contact your centre to discuss the matter with them, unless you explicitly state that you do not wish for us to do so. We endeavour to respond to all complaints within 10 working days. Some complaints, due to their complexity, may require a longer investigation period. We will keep you informed where this is the case.
If you have any questions regarding a complaint please contact the Cambridge English Helpdesk.