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Complaints Procedure

Complaints Policy

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of CIHT’s services.

  • Complaints may come from any person or organisation with a legitimate interest in CIHT or who receives a service from CIHT. Examples of what a complaint may include are;
  • Complaints about the professional conduct of a member or volunteer
  •           Complaints about the professional registration process
  •           Complaints about the conduct of a member of staff
  •           Complaint about marketing activities
  •           Complaints about operational products or services
  •           Complaint about fees
  •           Complaints about a decision or actions of the CIHT

CIHT views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.

Complaints about CIHT Members

The following procedure refers to complaints about the Institution. If you wish to make a complaint about a member of CIHT please click here instead.

How to make a complaint

Before a complaint is formally raised

  • CIHT believes a complaint can, in many cases, be resolved by the person responsible for the issue being complained about. If the complaint is received by that person, they should attempt to resolve it swiftly if possible and appropriate.
  •           Complainants considering making a complaint can phone +44 (0)207 336 1555 or speak in person to any of CIHT’s staff at 119 Britannia Walk, London N1 7JE, or at any CIHT events or activities.

 


 Raising a formal complaint – selecting the correct procedure

All complaints should be raised in line with our standard process which depends on the nature of the complaint;

  •           Complaints about the professional conduct of a CIHT member should be raised using the following procedure. Any allegation that a member is in breach of the member code of conduct will be investigated by the Professional Conduct Panel and action taken under CIHT’s disciplinary procedure. 
  •           Complaints about the outcome of a professional registration assessment should be raised using the following appeal procedure
  •       Any serious concerns about suspected wrongdoing should be raised under our whistleblowing procedure – this encompasses any serious concern about a fraud, crime, danger or serious risk which could threaten members, the public, staff or the institution’s reputation. The concern must relate to something that is in the public interest, and not solely be in a person’s own interest to raise.
  •       All other complaints, regardless of their initial format (in person, by phone, email, or letter), must be documented and submitted in writing to CIHT if not resolved immediately using the standard CIHT Complaint Form. Your completed CIHT Complaints Forms should thereafter be sent to CIHT at 119 Britannia Walk, London N1 7JE, or submitted by email to governance@ciht.org.uk.

 

Full Complaints Policy and Procedure

The full policy and procedure can be found here: CIHT Complaints Policy and Procedure

Whistleblowing Policy

Any serious concerns about suspected wrongdoing should be raised under our Whistleblowing procedure – this encompasses any serious concern about a fraud, crime, danger or serious risk which could threaten members, the public, staff or the institution’s reputation. The concern must relate to something that is in the public interest, and not solely be in a person’s own interest to raise.

 

To find out more information about the governance of CIHT please contact e: governance@ciht.org.uk

 

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