Not happy with our service?
We welcome comments, feedback and suggestions and use these to improve our service wherever possible. We will:
- Treat complaints seriously and deal with them properly.
- Respond to complaints promptly and informally whenever possible.
- Learn from complaints and take action to improve our service.
What to do if you have a complaint
Please let us know as quickly as possible. We have a variety of ways of getting in touch.
What happens next?
If you contact us by phone, we'll try to resolve the issue there and then. If we need to investigate further we will do everything we can to respond within 20 working days. Similarly, if you complain by email or in writing we'll acknowledge your complaint within 5 working days, and do everything we can to respond within 20 working days. If this isn't possible, we'll explain why and give a new deadline. For example, we may need to contact you for further information or clarification.
What if the complaint is not resolved?
If you're not happy with our response then you can get back in touch with us by writing to the Institutes’s Director of Finance and Operations.