Complaints Policy and Procedure

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.