CIPFA - Complaints, Comments and Compliments Procedure

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Complaints, Comments and Compliments Procedure

How to make a Complaint, Comment or Compliment
Steps to make a complaint
Complaints Process via the Customer Liaison Manager
Dissatisfied with our Response
Steps to make a comment or compliment
Contact Details
Complaints re: CIPFA Members

How to make a Complaint, Comment or Compliment

You can make a Complaint, Comment or Compliment in person, in writing, over the telephone, fax, by e-mail, or via the online form. (See contact details).

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Steps to make a complaint

Speak to the person involved directly, giving the opportunity for the complaint to be resolved at this level. If the complaint remains unresolved or you are dissatisfied with the way your complaint has been handled, please forward your complaint to the Customer Liaison Manager. (See contact details).

Ensure you include:

Your name and address
Copies of any correspondence
The names of the persons involved
Details and dates of the complaint itself

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Complaints Process via the Customer Liaison Manager

All complaints will be recorded, monitored and reported to the relevant parties and Chief Executive
If your complaint is not one we can investigate, we will write to you and explain why. We will let you know if any other person or organisation may be able to help and if so, how you can contact them
If we can deal with your complaint immediately we will do so
If your complaint requires investigation, we will contact you within 5 working days and let you know when you can expect a reply
We will consider your complaint carefully and if the matter is straightforward we will reply within 10 working days
If we need to carry out a more detailed investigation then we may need to ask for further information and the response may take longer. If this is the case we will inform you of when to expect a reply, usually within 20 working days
If your complaint is justified you will receive an apology together with details of any other steps we believe are necessary in the circumstances. We will also explain what we are doing to prevent the problem happening again
In the unlikely event your complaint is not justified we will write to you as soon as possible, but within 20 working days and explain why.

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Dissatisfied with our Response

If you are dissatisfied with how we have handled your complaint or you do not agree with the decision taken, you should inform the Customer Liaison Manager and your complaint will be dealt with centrally. The Customer Liaison Manager will investigate your complaint within a further 20 days period. If necessary this will be passed forward to our Management Team for consideration.

The Management Team is made up of Senior Management of the Institute and will consider whether:

Your complaint has been dealt with properly
Our response was appropriate
Any further action which may be necessary

The Management Team's findings will be reported to those involved and their final decision reported to you. This decision is final.

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Steps to make a comment or compliment

Comments on methods of improving service delivery or compliments regarding the quality of service provided are always welcome. Please feel free to share your views with our staff/managers on the telephone, in person or by writing/email to the manager of the relevant department. You may also complete the online form if you prefer.

Compliments and Comments will be recorded and fed back to the relevant staff/managers/departments.

Comments on methods of improving service will be passed to our Customer Liaison Manager, who will acknowledge your comment within 5 working days. They will then investigate your comment and should there be any action taken by the Institute, we will inform you in due course.

Ensure you include:

Your name and address
copies of any correspondence
the names of the persons involved
details and dates of the complaint itself

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Contact Details

Customer Liaison Manager
CIPFA
3 Robert Street
London WC2N 6RL

Telephone: 020 7543 5645
Email: lindsay.machin@cipfa.org.uk
Fax: 020 7543 5700

Via the Online Feedback Form

All correspondence should be addressed to the Customer Liaison Manager.

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Complaints re: CIPFA Members

If your complaint is concerning a CIPFA member, please follow the Disciplinary procedure set out in CIPFA's Disciplinary Regulations which can be found on the CIPFA website (http://www.cipfa.org.uk/conduct/complaint.cfm).

Complainants should set out their complaint in writing and send it, together with any supporting evidence, to: The Head of Professional Conduct, CIPFA, 3 Robert Street, London, WC2N 6RL.

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