Making a Complaint

IEMA Complaints Procedure

If you have a complaint or a matter of concern about an IEMA activity, product or service, please make a complaint using this procedure. If your complaint or matter of concern relates to a membership appeal or disciplinary matter, please refer to the relevant procedures, see www.iema.net or contact us at the address or telephone number below for further information.

What you can expect

• Your complaint or matter of concern to be thoroughly investigated;
• To be treated fairly;
• Your complaint or matter of concern to be confidential; and
• The information you provide to be used to improve IEMA’s services.

Who to contact regarding your complaint

Direct your complaint or matter of concern (by email, letter, phone or fax, to our Head of Support Services. We will then be able to ensure it is recorded and analysed thoroughly before being passed to the relevant member of our Senior Management Team to address.

You can ask someone else to help you complain or complain on your behalf and this won’t affect how your complaint is dealt with. The contact details are:

If e-mailing, please put "Complaint" as your subject heading

What happens then and how long will it take?

IEMA will respond to the initial complaint or matter of concern within 3 working days of receipt. A subsequent investigation will be conducted thoroughly within the next 10 working days. Within 3 working days of this investigation being complete, we will issue a response to you in writing. If you are unhappy with this response you are able to request that your case is referred to the Chief Executive of IEMA.

If there are circumstances that lead to a delay then we will issue notification in writing.

If you would like a copy of our general complaints procedure please let us know and we are more than happy to provide it.

What are the possible outcomes?

• If we got it wrong, we will apologise, learn from the situation and ensure our service levels improve as a result
• If possible we will put things right, we will also implement measures to ensure that it doesn’t happen again
• If we cannot put things right, we will offer an alternative or refund where appropriate