Complaints Procedure

If you are unhappy with any aspect of our service or that of an IOR member and wish to make a complaint, please contact us using the procedure below.  We will acknowledge your complaint and aim to let you have a full response within 20 working days.  If it is not possible to respond fully within this timescale, we will endeavour to respond as soon as possible and let you know why, and advise when you should receive a full response.

How to submit Complaints

You can submit your complaint in the following ways:

What to include

You should provide as much information as possible and keep hold of any supporting documentation which may be requested at a later stage.

After a complaint has been made

Receipt of your complaint will be acknowledged as soon as possible. Your complaint will then be assessed to consider:

  • Whether the IOR has the power, remit and capacity to investigate.
  • Whether the alleged misconduct is sufficiently serious to merit an investigation.

In support of your complaint you may be asked to provide more information or background research.

Our Complaints Team aims to consider 90 per cent of all complaints within three months of receipt.

It is important to note that our Complaints team:

  • Help complainants resolve issues where possible.
  • Intervene in any disputes between companies where all parties allow.
  • Resolve internal disputes within a company where applicable.
  • Remove and bar IOR members who are found to act against the IOR's Code of Professional & Ethical Conduct.

Our Complaints team are not allowed to comment on the reputation of a company or give references for a particular company. They do not give legal advice. Where appropriate, you may wish to consider seeking independent advice from other organisations or from a legal professional. There may be fees involved so ask about these at the outset.

Anonymous complaints

If you make a complaint anonymously this could reduce the likelihood of any type of investigation taking place as IOR will not be able to obtain further information from you or discuss any concerns you may have.

Complaints are treated in the strictest confidence. Whether or not an investigation is undertaken, the identity of the complainant and the nature of the complaint are not disclosed.

Feedback on a complaint

As all investigations are confidential, no direct feedback is given to a complainant on the progress of a complaint. This includes the decisions as to whether or not to investigate. Where an investigation leads to follow-up action being taken against an individual or company, the results may become public knowledge or be reported in the press.

  

http://studycourse.org/