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Institute of Continuing Education (ICE)

About the Complaints and Appeals Procedures

These procedures apply to all students taking a University of Cambridge award with the Institute of Continuing Education.

The Complaints Procedure

If you are unhappy with the experience you have received at ICE, the University has a Student Complaints Procedure for you to use in order to try and resolve the situation. All complaints are treated seriously and will be handled with due sensitivity.


We understand that it can be a stressful experience to submit a complaint and therefore we recommend that you seek support and advice before submitting your complaint. Depending on the circumstances of the complaint, this could be from your Course Administration team or from the Deputy Director of Academic Centres: Student and Professional Services

The University of Student Complaints Procedure  can only be used by a Registered Student, which includes ICE students pursuing a course of study leading to the award of a certificate, diploma or advanced diploma. Before making a complaint, students are asked to consult the procedure, read the explanatory notes on the Procedure and are encouraged to seek support from an advisor of their choice.

The Student Complaints Procedure applies to a wide range of students throughout the University of Cambridge who are studying very different courses. Throughout the University guidance, students may be directed to College staff or Central University staff. ICE students are advised, instead, to contact their ICE Course Director, their Head of Academic Centre Administration and/or the Deputy Director of Academic Centres: Student and Professional Services for support and advice. ICE students can contact the Cambridge University Student Union for advice.

The University’s Student Complaints Procedure has three stages:

The Local Resolution stage is dealt with by ICE and the Procedure can be found: ICE Local Resolution Complaints Procedure.


University Examination Review Procedure (Academic Appeals)

ICE has robust policies in place to ensure that all examination results are accurate. However, something unusual may have taken place during the examination process and you may want to check that the examiners were aware of the circumstances and that they have been taken into account. The term 'examination' includes any assessment you submit which will receive marks that count towards your University of Cambridge award.


You can request an examination review through the University’s Examination Review Procedure on one of the following grounds:

1.a procedural irregularity in the examination process has adversely impacted on your examination results; or

2.demonstrable bias or the perception of bias has occurred within the examination process; or

3.the withdrawal of academic provision, which had adversely impacted on your examination results and of which the Examining Board were not aware.


The Procedure and full guidance can be found at:


The Examination Review Procedure applies to a wide range of students throughout the University of Cambridge who are studying different courses. The guidance advises students to seek advice from their College Tutor before they submit an exam review; ICE students can contact their Course Director or their Head of Academic Centre Administration.

Course type: 
Part-time Master's Degree
Postgraduate Certificate/Diploma
Undergraduate Certificate/Diploma

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