Legal

Complaints policy and procedure

Last updated

Our commitment

We aim to provide a high standard of service across assurance, advice, training, events, and the website. If we fall short, please tell us. We will listen, act, and resolve issues fairly.

When to use this policy

Use this policy for any complaint about tCI, including service quality, the conduct of staff or associates, events or training, billing, the website, data protection, or membership.

How to complain

Step 1 — informal resolution. Most issues can be resolved through direct discussion. Speak to your tCI contact, or email info@consultationinstitute.international with a brief description of the issue.

Step 2 — formal complaint. If informal resolution does not work, or if you prefer to raise a formal complaint from the outset, please provide your name and contact details, a clear description of the issue with dates, the specific service involved, the outcome you are seeking, and any supporting evidence.

Email info@consultationinstitute.international with subject line “Formal Complaint”, or call +44 (0)20 3422 9970.

What happens next

  • Acknowledgement within 2 working days.
  • Independent review by a manager not involved in the matter.
  • We may contact you for further information.
  • A full written response within 10 working days of acknowledgement.
  • If we need longer, we will explain why and give you a new target date.

Possible outcomes

Depending on the nature of the complaint, we may offer a full explanation, an apology, correction or rework of the deliverable, a full or partial refund where appropriate, changes to processes or training to prevent recurrence, feedback to team members or associates, or any other remedy we agree is fair.

If you remain dissatisfied

  • Stage 1: Review by the Chief Executive within 10 working days.
  • Stage 2: Independent review by the Chair of tCI within 15 working days. This is the final stage of the internal process.

Email info@consultationinstitute.international and mark “FAO: Chief Executive” or “FAO: Chair” as appropriate.

Accessibility, confidentiality, and data

You can submit a complaint by phone, email, or post, and you can ask someone to act on your behalf. Alternative formats and reasonable adjustments are available on request. Complaints are handled in confidence; information is shared only with those who need to know to investigate. Records are kept for 6 years.

If a complaint relates specifically to how we handle personal data, you can also contact the Information Commissioner’s Office at ico.org.uk or 0303 123 1113.