Setting the standard

What happens when I make a complaint?

What happens when I make a complaint?

What happens when I make a complaint? We will treat you fairly and keep you informed of progress at each stage.

First we will let you know that we have received your complaint.

Next we will review the information you have provided against the Code of Conduct and previous decisions made by complaints committees. We will decide if your complaint requires further investigation and let you know that decision within ten working days.

If the information you supply does not provide sufficient evidence of a breach of the Code of Conduct, we will let you know that we cannot take your complaint any further. You may appeal our decision by providing substantial and relevant additional information within 20 days of our decision.

If the information you supply provides sufficient evidence of a breach of the Code of Conduct, we will let you know that your complaint is to be investigated by a complaints committee.

You will be asked to provide additional information that we need and to comment on the information and evidence provided by the communication professional about whom you are making the complaint.

When we have all the information we need you will be invited to attend the complaints committee meeting to make your case in person.

The complaints committee will consider all the evidence provided and make its decision. We will let you know the committee's decision within two weeks of the meeting.

If you believe the procedure for reaching the decision has not been followed correctly you may make an appeal.


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