The information provided below sets out the process for complaints so that potential complainants may understand and follow the process. We will make every effort to deal with the issue(s) raised and to respond constructively and in a timely manner.
What is a complaint?
We consider a complaint to be any expression of dissatisfaction with a service provided by the Institution or the way it operates, and we take responsibility for that service. This dissatisfaction might arise from an area or programme of work in which the Institution is involved, or from the actions of a member of staff. If you have made your complaint verbally, either face-to-face, or over the phone, we ask that you also put it in writing in accordance with the following guidelines.
Please note that this procedure excludes complaints about a member of the Institution, or appeals regarding the outcome of a membership application. For these cases please refer to:
When to raise a formal complaint
We aim to deal with and resolve complaints at the point of service delivery/contact. If your complaint has not been satisfactorily resolved, then you may register an official complaint via the Complaints Coordinator. The complaint should be submitted no later then 2 months after occurrence.
What you need to provide
You should provide as much information as possible to allow us to investigate your complaint. This should include some or all of the following:
- your name and a valid email or home address for receipt of reply
- a clear description of your complaint
- copies of earlier associated correspondence between yourself and the Institution
What we do next
Send acknowledgement
Where a complaint has been submitted via email we will send an automatic acknowledgement on the same day the complaint is recorded. This acknowledgement will advise that we aim to respond to the complaint within 20 working days. If we subsequently find that are unable to reply within this time, we will let you know before the 20 working day period has expired and provide a realistic estimate of when a reply can be expected.
Investigate the complaint
The Complaints Coordinator will allocate a senior member of staff as the Complaints Manager who will manage the investigation and advise you of the outcome. The investigation will involve a thorough review of all the related and relevant correspondence between the Institution and yourself in relation to the complaint. It may also involve liaising with relevant policy officials, correspondence officers or third parties. The Complaints Manager will form an opinion on whether:
-
the complaint has been handled correctly, and as well as it could have been
-
all the questions of the complainant have been answered
-
there has been any kind of injustice or hardship as a result of the Institution’s service
-
The outcome of handling the complaint should be to provide a “fair and proportionate” remedy. The Institution’s Complaints Manager endeavours to meet this goal.
Further escalation
If you are not content with the reply that the Complaints Manager provides the next step would be to escalate your complaint to the Director General (DG). Or if the complaint is against the DG, then this will be taken forward with the current ICE President. Once the DG or President has considered the complaint, their decision is final.
They will acknowledge any further correspondence but, unless any new issues are raised that the DG or President considers being significant, no further replies will be sent.
Once the final decision has been taken, ICE will endeavour to learn from the process and any issues raised in order to strengthen the way in which we provide our services.
How to make a complaint
To make a complaint you need to contact the Institution’s Complaints Coordinator. You can do this using one of the following methods:
By post
Complaints Coordinator
Institution of Civil Engineers
One Great George Street
Westminster
London
SW1P 3AA
By email
complaints@ice.org.uk