Cambridge ESOL Complaints Policy

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 received so that we can improve our products and services in the future

What to do if you have a complaint

Queries or concerns regarding your exam results

Please note that Cambridge ESOL has a separate procedure in place for issues or concerns regarding exam results, including what you should do if you are dissatisfied or do not agree with your results. For details on the Results Enquiries and Appeals procedure, please visit the following page of our website:

http://www.cambridgeesol.org/exams/exams-info/results-information/results-enquiries-and-appeals.html

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 ESOL

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), and, where appropriate, the examination you have taken, the date it was taken and the centre number and / or centre name. You must also include 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 Cambridge ESOL in one of two ways:

By email

Please visit the Contact Us page of the Cambridge ESOL website at http://www.cambridgeesol.org/contact.html. From here you can complete an online enquiry form which will send an email to Cambridge ESOL. 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:

ESOL Helpdesk
University of Cambridge ESOL Examinations
1 Hills Road
Cambridge
CB1 2EU
United Kingdom

In both cases, Cambridge ESOL aims to provide you with an initial response to your complaint within two working days. As part of our investigation into your concerns, where applicable, Cambridge ESOL 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 aim to fully investigate all complaints within ten working days. Sometimes it may take longer to investigate your concerns fully. In these cases we will keep you informed of progress and let you know when we expect to respond.