Improving and Learning
CIOL views complaints as an opportunity to learn and improve its services. We will treat complainants equally whatever their age, gender, ethnicity, religion or disability.
Our aim is to:
- provide a fair and easy to use complaints procedure which is accessible to all
- make sure all complaints are investigated fairly and quickly
- make sure, to the greatest extent possible, that complaints are satisfactorily resolved
- learn from complaints to improve our service
The complaints procedure is not able to deal with the following:
- An appeal against a decision taken by the CIOL's Membership Committee regarding admission to membership. The Committee's decision in all cases is final
- Anonymous complaints
- Group complaints
- Complaints made more than six months from the event on which the complaint is based
- Complaints about the content of our policies, unless maladministration or misconduct is alleged
- Complaints which are aggressive or abusive
Information regarding complaints will be dealt with sensitively, and in confidence where required/appropriate.
How to make a complaint
Complaints should be addressed by email to firstname.lastname@example.org.
Complaints should include:
- your name and membership number (if applicable)
- a description of the problem (including when it happened)
- supporting documentation as necessary
Complaints will normally be acknowledged within three working days by email and followed up directly. If a response is likely to take longer than this, we will keep you informed of progress, the reason(s) for any delay and when you are likely to receive a response.