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We value feedback as it gives us an opportunity to improve the way we work and the service we provide to customers. We thoroughly investigate every complaint we receive and will respond as quickly as possible. Our aim is to identify the root cause and take appropriate action to improve our processes and the services we offer.
A complaint is a formal statement that something is unsatisfactory or unacceptable about a service or product provided by us.
For further information on our complaints process, please refer to the option that relates to you below:
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.
There are some matters that cannot be dealt with as a complaint.
We record, analyse and review expressions of dissatisfaction when customers do not want to raise a formal complaint. Please email us with details of your concern.
If you would like to make a complaint, please contact us and write the word ‘complaint’ in the subject line. Please ensure you include the following information:
If you need further assistance with making a formal complaint, please contact our Customer Services Team on +44 1223 553554.
A member of the Customer Service Management Team will acknowledge your complaint within 2 working days. All complaints are investigated by a senior manager and we aim to respond within 10 working days of acknowledgement. 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:
Where an enquiry is deemed to be vexatious, this could result in our refusal to continue communicating with you. You will be informed of any action we decide to take.