Complaints Procedure

Wessex Outreach Exam Centre is committed to providing a high quality exam management service to UK Schools and a positive exam experience for students/candidates taking Cambridge English exams at our centre.  As such we take complaints very seriously and value all customer feedback.

When things do go wrong, we want to hear about it.  The feedback and information gained through our complaint management process directly feeds into our commitment to continuous improvement.

What is a complaint?

A complaint is an expression of dissatisfaction which requires a formal response.  We will investigate complaints if you believe you have received a less than satisfactory experience before, during or after an exam.

If you are not happy, you should tell us promptly about your complaint and we will do our best to help.  We can then resolve things more quickly and keep a record of actions taken.

If there is a problem on the day of the exam, please speak to the exam supervisor immediately and they will try to solve any issues.  If you are still unhappy with the action taken, you can ask for the available Complaints Form.

How to make a complaint

If you have a complaint or would like to give us some feedback, please fill in the complaints form, or use our website contact form, or send us an email.

Complaints must be submitted – to Wessex Outreach exam centre – in writing, as soon as possible, either on the day of the exam or immediately after (within 48 hours).

No complaints can be considered after the exam results have been issued.

Details of your complaint

Please explain the nature of your complaint and how you think it could be put right. Make sure to include your contact details.

To help us deal with your complaint more quickly, please provide the following information:

  • name and contact email address
  • candidate number
  • date of the exam
  • name of the exam venue/school
  • exam name/level
  • part of the test affected
  • an outline of the complaint.

How to contact us

You can write directly to Mr Simon Westgate, Centre Exams Manager, at

What to expect

We will ensure that you (the customer) are kept informed at all times until the complaint has been resolved.  This includes:

  • When you complain to us we will always treat you courteously and professionally.
  • We aim to acknowledge receipt of all complaints within two working days.
  • We aim to investigate complaints and provide an answer within 10 working days.
  • When we respond we will clearly state what went wrong and why; if appropriate, we will be sure to apologise, correct any mistakes, and make any necessary improvements to our processes.
  • If you do not make further contact within 10 working days of the date of our response, the matter will be closed.

Other options

We also have access to other procedures for a Special Consideration request or a Results Enquiry or an Appeal. Click on the links for more information, and contact our centre immediately, if this relates to your situation.

Please note that for complaints after the results have been issued, Cambridge English is unable to apply Special Consideration or offer a re-sit/refund.

Further assistance

If a complaint cannot be resolved locally or you remain dissatisfied with the outcome of your complaint to our centre, you may contact Cambridge Assessment English for help. Please follow this link for details of their Complaints Policy.

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Wessex Outreach Exam Centre
Centre number 00054 | Pretesting centre number 5661