Important information about our policies and processes

Access arrangements are available to candidates who have a disability or special requirement, and are entitled to support for other exams. Standard arrangements include extra working time, supervised rest breaks, or enlarged question papers. Other arrangements will be considered on a case-by-case basis, for example a reader, a laptop/word processor or Braille papers.

If candidates register for their test with a test centre, they should inform test centre staff of any special requirements as soon as possible. It is the centre’s responsibility to ask a candidate for full details of their requirement and collect relevant medical evidence. All requests for access arrangement must be supported by medical evidence, but this should only be sent to Cambridge Assessment Admissions Testing if requested.

If candidates register for their test themselves, via our Metritest site for example, they will be able to indicate during the registration process whether they require access arrangements. We will then contact the candidate to discuss their requirements.

Read the Notes about Access Arrangements for guidance as to what is appropriate evidence.

Centres can find out more information about access arrangements and how to request them for their candidates here.

Requests for special consideration are used to indicate to institutions that a candidate

• suffered temporary illness, injury or indisposition at the time of the test
• experienced problems with an aspect of the administration of the test, such as a fire alarm during the test session or when access arrangements where not made available to the candidate.

Special considerations can be requested by completing an online form. This can be done either by the candidate or by the test centre on the candidate's behalf. Please note, the special considerations form will only be available from the relevant test day for a limited time.

There is more information about the process in this article, which is also where the online form for candidates will be available. Centres should use the form on Entries Extranet to submit a request on a candidate's behalf.

Read the Notes about Special Consideration requests to find out more.

For certain tests, if a candidate thinks there has been an error in the processing or reporting of their results, they can raise a results enquiry.

A results enquiry request can be submitted by the exam centre on behalf of a candidate or, if that is not an option, by the candidate themselves. A request for a results enquiry must be received by us within five working days of the results release date.

Read the Notes about Results Enquiry requests to find out more.

Please note, forms are only available for a limited time after the relevant results have been released. The links below will only be available during the results enquiry window for the relevant test.

We have a responsibility to candidates, test centres and other stakeholders to ensure the integrity of our tests by putting in place robust measures to identify and deal with instances of candidate or test centre malpractice. The Malpractice Procedure document tells you more about the malpractice procedure. 

The personal statement document can be filled in by candidates, invigilators or other parties allowing them to express their personal view of what happened. Once collected, each personal statement should be sent to the malpractice team, either via email (inspections@cambridgeenglish.org) or by attaching it to the malpractice online form.

Please note, the form will only be available on test days and for a specified period thereafter.

For certain tests, if a candidate thinks a results enquiry or a malpractice case was incorrectly handled, they can submit an appeal. The Notes about Appeals tell you more about the appeals procedure.

An appeal should be submitted by the centre, on behalf of the candidate, by completing an online Appeal form. If this is not possible, the appeal form may be submitted directly by the candidate.

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. The Notes about Complaints tell you more about the complaints process.