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Documents

Here you will find documents relating to the Institute of Tourist Guiding's policies and procedures. Click on a link to download the relevant documents.

Complaints Policy and Procedure

The Institute of Tourist Guiding is committed to providing a good service to our members and working in an open and accountable way that builds trust and respect to all of our stakeholders.  One of the ways in which we can continue to improve is by listening and responding to the views of our members, the public and partners and by responding positively to complaints and by putting mistakes right.

The Institute Complaints Policy covers all types of complaints, to ensure that all complaints are treated with due consideration, fairness and equitability.  It covers all services and products which we deliver directly, or are delivered by third parties on our behalf; and, the behaviour and conduct of Institute staff, and that of those contracted to work on behalf of the Institute.  However, the Complaints Policy cannot be used where the Institute has in place other polices or procedures; such as those relating specifically to examination results or about how your personal information has been processed.

Confidentiality: - Except in exceptional circumstances, every attempt will be made to ensure that the complainant and the Institute maintain confidentiality.  However, the circumstances giving rise to the complaint maybe such that it is not possible to maintain confidentiality (with each complaint judged on its own merit). Should this be the case, the situation will be explained to the complainant.

We recognise that some concerns will be raised informally in the first instance and it is our aim to resolve informal concerns quickly.

A copy of the complaints policy and procedure can be found here.