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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.
What is a complaint?
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 our Learners and Parents as much as possible but some questions or complaints will need to be raised with your learning provider. We think that it is better to advise you of this now, so that your complaint can be investigated and resolved as quickly as possible.
There are some matters that cannot be dealt with as a complaint because Cambridge has 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:
What if it’s not a formal complaint but you still are not happy?
We also record, analyse and review expressions of dissatisfaction when customers do not want to raise a formal complaint.
How do I make a complaint?
If you would like to make a complaint, please send this to our email address firstname.lastname@example.org and write the word ‘complaint’ in the subject line. Please ensure you include the following information:
What can I expect after making a complaint?
A member of the Customer Service Management Team will acknowledge your complaint within 2 working days. All complaints received by Cambridge are assessed by a senior manager. We endeavour to respond to all complaints within 10 working days. However, some complaints may require a longer investigation period (20 working days). You will be notified in the initial acknowledgement which time frame your complaint falls into and our response time. Your complaint will then be passed to the appropriate senior manager/managers for full investigation.
What if I am not happy with the response to my complaint?
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.