Key Times and

Supervision
Full Centre
6.3 Enquiries about results
We carry out extensive quality checks before we issue results. However, you can submit enquiries about
results if you would like us to check the results for particular candidates.
We offer a range of services depending on the type of check you would like.

1. Preparation
We charge a fee for each enquiry. We will not charge the fee if the enquiry leads to a change to the syllabus
grade.
We do not offer enquiries about results services for Cambridge Primary and Lower Secondary Checkpoint.

6.3.1 Enquiries about results services

Service name Details of service Availability of service

Clerical re-check: This service checks that all parts of the script Available for components we have

2. Entries
Service 1 were marked, and that the marks were totalled assessed.
and recorded correctly.
Clerical re-check The same as ‘Service 1’ but you also receive a Available for components we have
with copy of copy of the script. assessed.
script: Service 1S

and moderation
Not available for Art & Design

3. Coursework
syllabuses.
Review of marking: A review of the original marking to check that the Available for components we have
Service 2 mark scheme was applied correctly. Also includes assessed.
the re-checks in Service 1.
Not available for multiple-choice
question papers.
Review of marking The same as ‘Service 2’ but you also receive a Available for components we have
with copy of copy of the script. assessed.

4. Before the
script: Service 2S
Not available for multiple-choice
question papers or Art & Design

exams
syllabuses.
Re-moderation of A re-moderation of a component you have Available for components you
internally assessed assessed, and a report on how you assessed it. If have assessed.
component with you have submitted a different enquiry for any
Not available for individual
report: Service 5 of the candidates in the group we will finish that
candidates.

5. Exam day
enquiry before we produce the report.
We will only re-moderate the
work of the candidates in the
original sample.
6. Results and
certificates
Regulations and
7. Appeals:

guidance

> Check our Covid updates (see inside front cover) Cambridge Handbook 2022 6 Results and certificates 125
 Service name Details of service Availability of service
Report on the A report on the work of a group of 5 to 15 Available for components we have
work of a group candidates for a component we have assessed. assessed.
of candidates: We do not review any marking. The report is
Not available for multiple-choice
Service 9 designed to give teachers a better understanding
question papers.
of their candidates’ performance in a particular
component. You cannot use the reports to decide
about retake entries.
We process enquiries in the order that we receive
them. If you submit a different enquiry for any
candidates in the group after the Service 9
submission, the enquiry status will show as
‘pending’.
Once the Service 9 enquiry is completed and the
report uploaded to Direct, we will process the
‘pending’ enquiries and change their status.
We advise you submit all other services first
before submitting a Service 9.

Group awards

Recalculation of A recalculation to make sure the results for Cambridge ICE or the Cambridge AICE
Cambridge ICE Diploma are correct. Email [email protected] to ask for this. Do not
or the Cambridge use Direct.
AICE Diploma

NO RESULT (X Grade) or PENDING (Q Grade)

We usually issue a ‘NO RESULT’ if we think the candidate has not completed all the components of an
assessment. ‘PENDING’ means we cannot issue a result at the moment but will do this soon.
If the Head of Centre asks us, we can explain ‘NO RESULT’ or ‘PENDING’ outcomes free of charge.
We will ask you to send us any evidence that shows our records may be wrong, for example, an attendance
register or a coursework mark.
If we say that we cannot issue a result we will:
• confirm which component(s) we have no mark for
• explain again why we cannot award a result, for example, that we did not receive documents, coursework
marks or information to confirm that the candidate did or did not take a particular exam.

If you are a UK centre, see the Cambridge would for submitting an enquiry about results. We
Handbook (UK Supplement) 2022 for information will email any further information to you.
about access to scripts. Associate Centres should submit enquiries about
6.3.2 How to submit an enquiry about results results to their Cambridge Associate through Direct.
Cambridge Associates can then approve the enquiry
Submit enquiries about results online through and send it to us or reject it.
Direct. For detailed instructions, read our step-
by-step guide and watch our video tutorial at
www.cambridgeinternational.org/ear
To submit an enquiry for ‘NO RESULT’ or ‘PENDING’
outcomes, visit the ‘Administer Exams’ section of
Direct and click on the ‘Enquiries about results’
tab. Click on the ‘NO RESULT (X Grade)/PENDING
(Q Grade)’ tab and follow the same process as you

126 6 Results and certificates Cambridge Handbook 2022 > Check our Covid updates (see inside front cover)
 Key Times and

Supervision
Full Centre
Important dates Regulations (continued)
The deadlines for submitting enquiries about (i) For clerical re-check or review of marking
results, including enquiries about ‘NO RESULT’ or services, you may only select one type of
‘PENDING’ outcomes, are: review or re-check service. For example, you

1. Preparation
• June series: 20 September 2022 cannot ask for a Service 1S for one component
and then a Service 2S for another component
• November series: 26 February 2023
if they are in the same syllabus.
We cannot accept requests submitted after
(j) As well as enquiries for components we have
the deadlines because we start to dispose of
assessed, you may also submit a Service
candidate scripts shortly after these dates.
5 enquiry for any components you have
It is good practice for Cambridge Associates assessed in the same syllabus.
to submit enquiries about results for all their
Associate Centres before the closing date.
6.3.3 How long does it take to process

2. Entries
This gives time to check them and resolve
any problems before the deadline. Cambridge enquiries?
Associates may set earlier deadlines for their We deal with enquiries in the order we receive them.
Associate Centres. We normally tell you the outcome of your enquiry
within 30 days of receiving it. However, due to the

and moderation
ongoing impact of the Covid-19 pandemic, it may

3. Coursework
Regulations take us longer than normal to share the outcome
with you.
(a) The Head of Centre must support all requests.
If a candidate wants to retake in the next exam series,
(b) You must submit enquiries as soon as possible we cannot guarantee that the outcome will be ready
after we have issued results and before the in time to help them prepare for the exam.
deadlines.
If a candidate’s grade goes up as a result of an
(c) We will not consider: enquiry about results, and you have already entered
(i) any telephone requests, including

4. Before the
them to retake the exam, we will refund the entry
enquiries for ‘NO RESULT’ or ‘PENDING’ fee if you want to withdraw them. Please email
outcomes. You must submit them [email protected] with details of

exams
through Direct your candidate and the syllabus. When we have
(ii) some requests involving component(s) approved your refund we will withdraw the candidate
where malpractice is confirmed. We will and process your refund.
confirm this in your malpractice outcome We process Service 9 requests in the order we receive
letter them. If you have submitted a Service 9 enquiry for

5. Exam day
(iii) any requests from candidates or their candidates with other existing enquiries, the status
parents/guardians/carers for the Service 9 enquiry will display as ‘Pending.’
(iv) any requests for a component where we Once the existing enquiries are complete, the status
have calculated the component mark. for the Service 9 enquiry will change to ‘Submitted.’
The enquiry will not display as ‘Completed’ on Direct
(d) You can only submit enquiries at component
until we upload the report. This may take longer than
level.
our normal 30 day turnaround. We cannot say when
(e) You can submit different services for different
6. Results and

we will complete Service 9 reports so you cannot use

candidates in the same syllabus. them to decide about retake exams.
certificates

(f) You can submit the same or different services 6.3.4 Outcomes of enquiries about results
for the same candidate in different syllabuses.
Enquiries about results: Once we have received the
(g) You cannot request multiple services for enquiry we will upload an acknowledgement letter
the same candidate for one syllabus. to the ‘Enquiries about results’ section of Direct. We
Regulations and

(h) You must submit all the component enquiries will email you when this letter is available. Please call
for a candidate at the same time. We cannot Customer Services if it is not available 48 hours after
7. Appeals:

accept extra enquiries for the same candidate you have submitted the enquiry.
guidance

and syllabus at a later date.

> Check our Covid updates (see inside front cover) Cambridge Handbook 2022 6 Results and certificates 127
 We will upload the outcome of your enquiry and any
copies of scripts and reports to the ‘Enquiries about Regulations (continued)
results’ section of Direct. We will email you when
they are available. (f) Very rarely the outcome of an enquiry may
mean we need to check the results for other
‘NO RESULT’ and ‘PENDING’ enquiries: Once we candidates in that syllabus. If this happens
have received the enquiry we will acknowledge it or we will tell the Head of Centre/Cambridge
email you an outcome within seven working days. Associate. We will then carry out the service
Please be aware that the status of your submitted on any other candidates who may have been
‘NO RESULT’ or ‘PENDING’ enquiry will not update in affected free of charge. We will tell the Head
the ‘Enquiries about results’ section of Direct. of Centre/Cambridge Associate the outcome.

Regulations 6.3.4.1 Using photocopied scripts

(a) If an enquiry leads to a change in the For Services 1S and 2S, we upload copies of scripts to
candidate’s mark for a component, their the ‘Enquiries about results’ section of Direct.
syllabus grade will either stay the same or go
up. Regulations
(b) Where an enquiry does not lead to a Only teachers at your centre can see the copies
syllabus grade change, but does lead to a of scripts we return. They can decide whether to
component grade change, we will not reissue return them to the relevant candidates. Scripts
any results documents unless you ask us to by belong to us. If teachers want to use a script as
emailing [email protected] an example to other students they must ask for
(c) Where an enquiry leads to a candidate’s mark the candidate’s permission. If they cannot do this
going down and that mark is carried forward they must remove the candidate’s name from the
to a later series, we will use the reduced mark script before showing it to other students and
to calculate the candidate’s grade in that make sure the student cannot be identified.
series.
(d) Where an enquiry leads to a change to a 6.3.5 Fees
candidate’s syllabus grade, we will: (a) We charge for enquiries about results. The fees
(i) write to you straight away for each service are in our fees list in the ‘My
(ii) issue a revised statement of results Messages’ section of Direct. We invoice the Head
(iii) tell UCAS (the UK organisation that of Centre for any enquiries about results. We will
processes applications to higher invoice you six to eight weeks after the deadline
education), and any other universities for submitting new enquiries.
that have asked for a similar arrangement (b) We will not charge all or part of the fee if the
(Level 3 qualifications only) enquiry leads to a change to the syllabus grade.
(iv) write to any other university or institution (c) For Service 5 requests we will not charge the
to confirm the grade change if the Head whole or part of the fee if a syllabus grade changes
of Centre or Cambridge Associate asks us as a result of an enquiry.
to
(d) We explain ‘NO RESULT’ and ‘PENDING’
(v) not charge all or part of the fee. See
outcomes free of charge.
section 6.3.5
(vi) delay sending certificates for any 6.3.6 Appeals
candidate(s) where an enquiry about To appeal against the outcome of an enquiry about
results outcome is still pending. results, see section 7.2.
(e) You must tell the candidate the outcome.

128 6 Results and certificates Cambridge Handbook 2022 > Check our Covid updates (see inside front cover)