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Post-results services

Clerical re-check

This service is only available to candidates taking non-multiple choice exams.

Requests for a clerical re-check should be made to Customer Service at the address below. You must apply within 2 weeks of the release date of the results.

This service will include the following checks:

  • That all parts of the script have been marked
  • The totaling of marks
  • The recording of marks
  • The application of any adjustments
  • The application of any grade boundaries
  • The application of any special consideration, where applicable

The CII aim to provide the outcome of the re-check within 10 working days of receipt of the request. If you have booked a re-sit for the same unit and the check results in a pass, the entry fee for this unit will be refunded.

Post-results review of marking

The service is only available to candidates whose result is a fail in any of the written response exams.

Requests for a post-results review of marking should be made to Customer Service at the address below. You must apply within four weeks of the release date of the results.

This is a review of the original marking to provide candidates with feedback and to ensure that the agreed mark scheme has been applied correctly. This service will include:

  • A clerical re-check
  • A review of the original marking
  • Where the review does not result in a pass, a report on areas for improvement will be sent

The CII aim to provide the outcome within 35 days of receipt of the request. A fee of £84 is payable for this service and is refundable if the review results in a pass. If you have booked a re-sit for the same unit and the review results in a pass, prior to you re-sitting the exam, you can contact Customer Service to claim a refund of the entry fee for this unit.

As part of the quality assurance process, a review of the original marking is carried out by a senior examiner on a sample of scripts prior to results release. Where a script has already been reviewed, the candidate will be notified when they apply for the post results review of marking and given a date by which to cancel their request should they wish to receive a full refund for the service requested. 

Examinations Appeals Policy

The CII is committed to providing fair and transparent processes.  The appeals procedure is intended for consideration of circumstances that materially affect a candidate's performance in an assessment where all other available routes for enquiries have been exhausted.  All routes for enquiries are exhausted when the CII Director or Manager notifies you that this point has been reached in your enquiry.

Grounds for an appeal

The grounds for appeal must be related to the CII's procedures or their application. The appeals process will consider whether the CII's procedures are consistent and have been fairly and properly applied.

The principal grounds for appeal are:

  • Irregularities in the conduct of an exam;
  • Errors, omissions or failure to follow due process in the procedures for question setting, marking and result moderation of assessments;
  • Extenuating circumstances that were not revealed for valid reasons prior to receipt of the result notification.

Circumstances not accepted as grounds for an appeal

The following are not grounds for appeal:

  • Claims of being unaware of, or not understanding the assessment rules and regulations.
  • Academic judgements, including requests for further reviews of marking of a candidates' work.
  • General feedback about qualifications or customer service (for this, please refer to the Complaints Policy).

Making an appeal

Appeals must be submitted within 28 days of the CII confirming that all other routes of enquiry have been exhausted. A fee for £120 is payable for this service and is refundable if the appeal is successful. If you have booked a re-sit for the same unit and the review results in a pass, the entry fee for this unit will be refunded.

Applications must be made on the Appeals application form, clearly stating the grounds for appeal, to Corporate Governance (Appeals) at the address given below.

Appeals application form (PDF)

The CII will send written acknowledgement of the appeal and indicate the period within which the appeal will be considered. The CII will send a written account of the outcome.

The appeals process

The appeals process consists of two stages:

Stage 1 – CII staff 

  • A review by a CII senior staff member who has had no previous involvement with the case, to offer information, advice and guidance to the candidate where the grounds for the appeal might be very unlikely to succeed
  • The outcome of Stage 1 will be notified in writing within 28 days of the appeal notification being received by the CII

Stage 2 – CII Appeals Panel

If the case is not resolved at Stage 1, it will be referred to the Appeals Panel. Appellants are required to advise the CII if they wish to progress to Stage 2 of the appeals process within 28 days of receiving the outcome of Stage 1.

A Sub-Committee of the CII Education and Learning Committee will be appointed to hear the appeal and will include at least one person who is not a member, employee or examiner of the CII.  The Panel will be chaired by a CII director who has no direct interest in the appeal, and who will not be entitled to vote.  If appropriate to the grounds of the appeal, CII staff, examiners and specialist practitioners may be invited to provide information or guidance on the subject matter of the appeal, but not to vote.  The case will be presented to the Appeals Panel by the CII and the appellant has no right to attend in person.  However, the appellant is provided with all documents presented to the Panel and given the opportunity to comment, as well as provide information supporting their case.

The Panel may either uphold the appeal - in whole or in part - and recommend that a change to the assessment outcome or decision be made or reviewed, or reject the appeal.  However, the Appeals Panel is not authorized to further review the marks of the candidates' work.  Whether the appeal is upheld or not, the Panel may also offer recommendations to the CII relating to process improvements.

The outcome of the Stage 2 appeal will be provided to the appellant in writing by email.

The CII will aim to complete Stage 2 of the appeal process within 45 days of receiving notification that the appellant wishes to progress to Stage 2.

Monitoring of the appeals process (self-assessment)

The CII has procedures in place for monitoring, evaluating and reporting annually on the operation of its enquiry services and appeals arrangements, including the number and nature of enquiries and appeals and their outcomes. The CII share relevant data with the regulatory authorities on request.

In cases where a candidate might be unsatisfied with the outcome of an appeal, they can directly contact the CII's qualification regulator, Ofqual (except for candidates resident in Wales or Northern Ireland) make a complaint.  Their website is: www.ofqual.gov.uk.

For candidates who are resident in Wales, the regulator to contact is Qualifications Wales: http://www.qualificationswales.org/

For candidates who are resident in Northern Ireland, the qualifications regulator to contact is CCEA: http://www.ccea.org.uk/

The Chartered Insurance Institute
42-48 High Road
South Woodford
London
E18 2JP
Tel: +44 (0)20 8989 8464
Email: customer.serv@cii.co.uk

In all the processes described above, where deadlines have passed, exceptional circumstances may still be considered.