In all interactions with our customers, we are committed to providing the following services:

• Customers are welcomed, valued and respected.
• Enquiries are answered in a polite and efficient manner.
• Our customer service team is available by telephone and in person during office hours.
• Our website is regularly updated with easy access to details of exam dates, prices and places where candidates can take our exams.
• Our communication is professional, clear, accurate and up‐to-date.
• Our staff are professional, proactive, responsive and are clearly identified with an ID badge.
• We provide all the necessary guidance and support for Cambridge English exams.
• We use feedback from our customers to continuously improve our customer service.
• We have complaints, safeguarding and whistleblowing policies.
• We manage complaints promptly and sensitively within an agreed timescale.
• Exam office and exam venues are clean, accessible, safe and welcoming.
• The registration process is simple, efficient and flexible. Data and candidate’s work is handled in a confidential and secure manner as part of standard data protection. [https://www.ihoxfordlecce.it/exam-desk-3/]

• We aim to answer phone calls promptly. We always give our names and will try to answer queries straightaway.
• If we do not know the answer to a question, we take a message and respond as soon as possible. If the person you want is not available within this timescale, we ensure someone else responds to you in the same timescale instead.
• If you leave a voicemail message during our office hours, we return your call as soon as possible.
• We aim to respond to your emails and we check our inboxes regularly during office hours.
• If you have a complaint, you can write to esami.cambridge@oxfordgrouplecce.it or speak to a member of our staff. Complaints will be acknowledged within two days of receipt. Once we have received full details of your complaint, our promise is that we will do everything we can to respond fully to your issue within thirty days. Whatever happens, we will keep you informed.
• If visiting our office, a member of staff is always be ready to greet you in reception.
• We send confirmation of exam entries and exam day schedule at least 7 working days before the exam (unless it is a late entry).
• We despatch certificates within 7 working days after we receive them from Cambridge.