Feedback and complaints

We want to help learners and parents as much as possible but some questions or complaints will need to be raised with your school or learning provider. We think that it is better to advise you of this now, so that your concern or complaint can be investigated and resolved as quickly as possible. We can accept complaints from learners and parents regarding a service that we have offered directly to you, such as a Certifying Statement or a Verification or results service. If however your complaint relates to the administration of exams, please see below.

Complaints about your school, college or learning provider

• As an assessment provider we are not involved in the day-to-day administration of Cambridge registered schools. Any concerns regarding the teaching, facilities or administration of exams at schools must be directed to the school or learning provider concerned. The only exception to this rule is where you have evidence that someone has committed malpractice. View information on how to report suspected malpractice.
• All Cambridge schools are required to have a complaints policy. At any point during the investigation of a complaint, your school, college or learning provider can get in touch with us for more information, support or advice. If you have exhausted your school’s complaints policy and still wish to contact us you may do so. However, there may be issues, such as fee disputes or processes administered by the school, which we cannot become involved in as this is outside of our remit.
  

Complaints about results and grading

• We have an agreement with our schools that they will always communicate directly with their candidates about the administration of exams, including results.
• If you are unhappy with your results or feel that they are incorrect, your teacher or exams officer will be able to clearly explain the options available and can contact us on your behalf. Please be aware that concerns about results will only be considered when they are submitted as an Enquiry about Results request through the formal process that our schools can access.

If you wish to raise a complaint, please see the information below under the heading ‘How do I make a complaint?’. However, there are some matters that cannot be dealt with as a complaint.

• Concerns about results will only be considered when they are submitted as an enquiry about results through the formal process as described in the Cambridge Handbook and within the deadlines stated. We provide a range of enquiries about sesults services and these will be the subject of a fee unless the enquiry leads to a change in the candidate’s overall syllabus grade.
• During the live exam series, we are not able to respond to complaints about a live question paper. This is because we have not yet completed our marking and grading process. Instead, please complete Comments on the Exam: Exam Day, Form 8 and send it to info@cambridgeinternational.org so that we can pass your feedback to the Assessment Manager. If you would like us to respond to your concerns as a formal complaint, please get back in touch with us after you have received your results.
• The outcome of Enquiries about Results will be open to an appeals process. This appeals process, which is detailed in our Cambridge Handbook, is the only escalation route that your concerns about results can be considered.
• If, having received the result of any application for Access Arrangements or Special Consideration, a school wishes to appeal against that outcome then schools may submit an appeal in accordance with the regulations in the Cambridge Handbook. This appeals process is the only escalation route that your appeal can be considered.
• If, having received the outcome of a malpractice investigation, a school wishes to appeal against that outcome then schools may submit an appeal in accordance with the regulations in the Cambridge Handbook. This appeals process is the only escalation route that your appeal can be considered.