The Institute will:

  • be receptive to genuine expressions of dissatisfaction
  • deal with complaints promptly and fairly
  • learn from complaints and make changes where necessary
  • promote equality and diversity

Where possible, the Institute will always aim to resolve straightforward issues as quickly as possible without the need for a formal investigation.

1. How to complain

2. Who will investigate

3. What will be investigated

4. What happens next

You should receive acknowledgement of your complaint within 5 working days.   

If it is a straightforward issue, which can be resolved without the need for a formal investigation, the Institute will aim to resolve it as quickly as possible, ordinarily within a matter of days.

If it needs to be investigated, you will receive a summary of your complaint within 10 working days and you will have 5 working days to respond. Investigations should be completed within 25 working days of agreeing a summary of the complaint. A final response should be sent to the complainant within 10 working days of the decision, together with details of any action to be taken.