How do I make a complaint?
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:
- Your centre name and number
- Qualification, syllabus and candidate details
- A clear description of your concerns
- Details of any previous correspondence with Cambridge International.
If you need further assistance with making a formal complaint, please contact our Customer Services Team on +44 1223 553554.
What can I expect after making a complaint?
A member of the Complaints 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.
What if I don't want to make a formal complaint, but still raise concerns?
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.