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We value our customers´ feedback as this gives us an opportunity to improve the way we work and the service we provide to customers. We ensure that we thoroughly investigate every complaint we receive and respond to them as quickly as possible. We will identify the root cause and take any action we can to improve our processes and services offered.
A complaint is a formal statement that something is unsatisfactory or unacceptable about a service or product provided by us.
Please select from the options below for further information regarding our complaints process for you.
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.
There are some matters that cannot be dealt with as a complaint because we have no legal right to do so or because there is already a separate procedure in place that must be followed. The matters that cannot be dealt with through the complaints procedure are:
We also record, analyse and review expressions of dissatisfaction when customers do not want to raise a formal complaint.
If you would like to make a complaint, please email firstname.lastname@example.org and write the word ‘complaint’ in the subject line. Please ensure you include the following information:
A member of the Customer Service Management Team will acknowledge your complaint within 2 working days. All complaints received by Cambridge International are investigated by a senior manager. 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 are not happy with the way that your complaint has been investigated you can ask for your complaint to be escalated to the relevant Director for a review of the investigation process. A request for escalation to Director-level is the final available step in our complaints procedure and our response to that request is final.
It is our aim to ensure that all customers are given a high quality service. We value feedback from schools, parents and learners as it allows us to continually assess the way we work and make improvements where necessary. We respond to all complaints received and it is our aim to resolve concerns raised by our customers as quickly as possible.
The majority of our customers respect our staff, policies and decisions. However, in a minority of cases customers can pursue their complaints in a manner that not only impedes our investigation but is time consuming, unacceptable and vexatious.
Cambridge International considers a complaint or enquiry to be vexatious and unacceptable if it meets one or more of the criteria set out below: