Exams Madrid - Exam Centre ES459
  • Our centre
  • Our team
  • Platinum Centres Customer Services Charter
Our exam centre - Why Exams Madrid?
Our Centre, Exams Madrid

Michael Terry, Exams Madrid Centre Exams Manager with Saul Nassé, Cambridge Assessment Group CEO
Exams Madrid is part of Assessment and Certification Services, S. L., dedicated exclusively since 1997 to the organisation administration and promotion of the Cambridge Assessment English Examinations in the Community of Madrid, Catalonia, the Balearic Isles and Andorra.

We provide an extensive calendar of paper based and computer based examination sessions from the Young Learners English Tests (YLE) to Cambridge English: Proficiency (CPE). We also organise an extensive support programme for schools and teachers as well as information sessions, award ceremonies and support for candidates.

The administration and promotion of the Cambridge English Exams by our organisation has been recognised for its quality and excellence over the years. Our centre in Catalonia is one of the few Cambridge Assessment English Platinum Centres and is the only centre in the world to date to have won three awards, one at each "Platinum Centre of the Year" editions. We have also received the most finalist nominations - a total of 7.
Our mission...

- Assessment and Certification Services provides the link between a world class language assessment provider (Cambridge English) and people who wish to certify their level of English.

- We are committed to providing meticulously organised exam sessions in a wide variety of locations, allowing candidates to take their exams under optimum conditions.

- We build relationships with individuals and organisations by providing clear and accurate information and consistently excellent customer service.

Exams Madrid, the Cambridge English exams in the Comunidad de Madrid

Exams Madrid Exams Madrid received an award at the 6th Cambridge English Spain & Portugal CEM Conference on 25 and 26 October 2018 in Ávila. The award was for “a successful first year delivering a range of Cambridge English Exams in Madrid, attaining spectacular results in a very short period”.

We were delighted with this prize and the recognition of work that our team carried out in the Community of Madrid during our Exam Centre’s first year in the region. We now have an established team that offers an excellent service to our candidates and Preparation Centres.

'Building on our heritage and ethos of excellence'

Cambridge English is a department of the University of Cambridge and as part of a university with a global reputation for academic excellence, creates insights, derived from research and expertise.

Combining all of this ensures its unique approach meets the real-life needs of learners through inclusive and accessible products and services. The learning experiences it creates could only come from Cambridge. Its solutions for teaching and assessment are empowering millions of learners everywhere and are built on unique insights from research, expertise and experience.

The exams

Cambridge English exams are the world's leading range of language exams with over 5.5 million candidates a year in 130 countries offering exams at all levels from A1-C2, tests of Business English, English for Young Learners and Teaching awards. The Cambridge English team includes over 300 specialist staff and more than 30 dedicated researchers.

Cambridge Exams are recognised by over 25,000 employers, universities and government bodies worldwide and they are based in quality and fairness including rigorous security, quality control and assessment procedures.

Visit the Cambridge English Recognition webpage.
Our team
Cambridge English Platinum Exam Centres ES459 and ES439-ES449-AD439
Madrid, Catalunya, Balears and Andorra
Michael Terry
Centre Examinations Manager
Originally from Melbourne, Australia, Michael has been working in English language teaching for around 20 years, first as a teacher and then as a Director of Studies. Along the way he has also worked as a Speaking Examiner for Cambridge English and a materials writer for Macmillan. He holds a Masters in Applied Linguistics (TESOL) from Macquarie University, Sydney.

Soraya Martínez Content and Communicatons Officer
Joan Espinoza - Accounts Administrator
Andy Williams De las Casas Design and IT support
Natalia Brox
Head of the Madrid Office
Natalia started teaching English while studying her degree in Tourism and holds the Cambridge CELTA and C2 Proficiency qualifications. Having worked as an English teacher and coordinator for ten years, she initially began working with Exams Madrid as an invigilator, supervisor and speaking examiner, and later became a member of the office team occupying various roles, her most recent one being Content and Communications Officer. From November 2021 she is the Head of the Madrid office.
Sarah Johnston
Head of Operations
Sarah started her teaching career in Barcelona in 1985. She completed her CAP (Certificat d’Aptitud Pedagògica) and then went on to do her RSA (now DELTA). She has been connected with exam classes for many years, first as a teacher and then as a Director of Studies. Sarah is a Speaking Examiner Team Leader for C2 Proficiency, C1 Advanced, B2 First, B1 Preliminary, A2 Key, Young Learners and Business Certificates, and has worked with Cambridge Exams for almost 35 years. She is also a WE (writing examiner).

Tatiana Zafra - Operations Administrator
Esther González - Operations Administrator 
Michael Todd Schirf Logistics Administrator
Samara García Logistics Administrator
Support Services
Mireia López
Head of Support – Exam Day Experience
Along with studies in the law faculty of the Universitat Autònoma de Barcelona, and a background in the aviation sector, Mireia López holds the CELTA and DELTA Module 2 and has worked extensively as an EFL teacher and Director of Studies. She began to work with Exams Catalunya as an exam supervisor and Speaking Examiner in 2016 and has also presented at our Annual ELT Conference. From January 2020, Mireia joined our team as Head of Support Services.
Helen Smith
Head of Support – Customer Care
Helen is from Nottingham in the United Kingdom. She completed her CELTA at The Lewis School in 2002. She has worked as an English teacher in Barcelona and Manresa teaching young learners, teenagers and adults at a variety of levels as well as preparing students for Cambridge English exams and teaching business English. She worked for eight years as coordinator and Director of Studies.

Ruth Heyns - Support Services Administrator
Marilena Durante - Support Services Administrator
Ana Diestro - Support Services Administrator
Marc Reverté - Support Assistant
Business and Marketing
Caroline Lewis
Caroline read Spanish and French at Edinburgh University and taught English in Córdoba, Zaragoza and Barcelona. She opened her own language school and teacher training centre in 1985 and managed and developed this business for over 30 years. She was our Centre Exams Manager from 1997 to 2016 and oversaw the growth and expansion of all our centres during this time. Her principal role, as Co-director and Managing Partner, is to supervise and develop projects and to continue to provide high quality and flexibility throughout the regions.
Fran Astigarraga
Fran read Law at Barcelona University and holds a Masters degree in Human Resources. He began his career in banking and he worked in a number of different departments of the Catalan administration over several years including the organisation and administration of entry examinations for civil servants. He began collaborating with our centres in 1997 and since 2004 has worked exclusively in the planning, promotion and development of the Cambridge English examinations as Co-director and Managing Partner of the centre.

Exámenes ofrecidos: Young Learners English Tests (Pre A1  Starters, A1 Movers, A2 Flyers), A2 Key, A2 Key for Schools, B1 Preliminary, B1 Preliminary for Schools, B2 First, B2 First for Schools, C1 Advanced, C2 Proficiency, Business English Certificates (B1 Preliminary, B2 Vantage, C1 Higher), Teaching Knowledge Test (TKT),  Linguaskill General and for Business, Linguaskill online, Occupational English Test (OET), Cambridge Assessment Admissions Testing.
Staff: Over 250 speaking examiners / supervisors / invigilators/ internal inspectors
Others: Authorised Centre for Teaching Awards (CELTA)

Platinum Centres - Customer Services Charter
We want our customers to have the best possible experience when working with us. Our staff is committed to your success and to making sure that candidates reach their full potential.
This Charter sets out the high standards and level of service that you can expect.

Customer Service Objective
Our objective is to provide a high quality, professional service to our customers which exceeds their expectations. We will achieve this by listening to our customers’ needs and promptly providing practical, clear and accurate information. We will strive to ensure that all our customers are satisfied and we will measure satisfaction levels regularly and publish the results. We will act promptly to resolve any issues or concerns as soon as they arise.

Our Commitment
Our customers interact with us in a variety of different ways. In all our interactions with our customers, we want to make sure they feel appreciated and valued.

We are committed to providing the following services:
  • Contact with us will leave our customers feeling welcomed, valued and respected.
  • Telephone calls and enquiries will be answered in a polite and efficient manner.
  • Our support services will be available by telephone and in person during normal office hours.
  • Our website will be regularly updated with details of exam dates, prices and places where you can take our exams.
  • Written and Online communications will be professional, clear, accurate and up‐to‐date.
  • Our employees will be professional, proactive and responsive. Staff will be clearly identified ideally with an ID badge.
  • Exam guidance will be readily available. We will provide our preparation centres with all the necessary support for Cambridge English exams.
  • Feedback from our customers will be used to help us continuously improve our customer service.
  • Complaints will be managed promptly, handled sensitively and concluded within an agreed timescale. We will not treat candidates any differently if they have a complaint.
  • Premises and exam venues will be clean, accessible, safe and welcoming for all candidates.
  • Registration process will be simple and efficient. Registration will be open for as long as possible to offer an enhanced service.
  • Information, exam materials and data will be treated in a confidential and secure manner.
  • Costs for exams will be published and easily accessible. We will let candidates know as soon as possible about any extra costs such as late entry fees.
Our standards
When you phone us:
  • We aim to answer calls promptly. We will always give our names and will try to answer queries straight away if we can.
  • If we don’t know the answer to a question, we will take a message and respond within two working days. If the person you want is not available in this timescale, we will ensure someone else who will be able to help you instead, responds to you in the same timescale.
  • If you leave a message on an answer phone during our working hours, we will call you back within three working hours.
When you write to or email us:
  • We aim to respond with an answer as soon as possible and will always reply within two working days.
  • If you have a complaint, you can write to info@exams-madrid.com 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.
  • We will make sure our email in­boxes are checked regularly during the working day.
When you write to or email us:
  • We aim to respond with an answer as soon as possible and will always reply within two working days.
  • If you have a complaint, you can write to info@exams-madrid.com 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.
  • We will make sure our email in­boxes are checked regularly during the working day.
When you visit our premises:
  • A member of staff will always be ready to greet you punctually in reception.
Processing of Cambridge English Language Assessment Entries & Results:
  • Candidates will receive confirmation of exam entries at least five working days before the exam (unless it is a late entry).
  • Certificates will be dispatched, or candidates informed that they are ready, no more than five working days after we receive them from Cambridge.

Download the Platinum Centres Customer Services Charter (PDF version)