Who to contact

If you need help, have a question, or simply want to give us some feedback, then we want to hear from you.

You can contact us in a number of ways, from writing to us via letter or email, or by simply giving us a call.

Simply choose your preferred method in the tabs below and then tell us your question or feedback.

Contact us by email or post

If you'd prefer to send us your question, you can either use the form below to send it or write to us directly at:

Institution of Civil Engineers
One Great George Street

Want to book a room or event?

If you're interested in booking a room at our One Great George Street (OGGS) HQ, or want to find out more about our events facilities, then you can either visit our dedicated website or contact the OGGS team directly.

w: www.onegreatgeorgestreet.com
e: info@onegreatgeorgestreet.com

Got a technical engineering question?

If you're an ICE member and you've got a question about a specific engineering issue or need help researching, then the best place to start is our Ask Brunel service. This online tool, exclusively available to members, allows you to ask a question and receive a response within 24 hours.

If you're not an ICE member, we'll do our best to help, but we're often not able to provide specific technical information. The best place to start is by contacting our library team, who can often point in the direction of resources that could answer your question.

e: library@ice.org.uk

Give us a call

If you'd prefer to speak to one of our team directly, then we'd be happy to take your call. The table below contains details of our key departments and their phone numbers. If you can't find what you're looking for, simply give our switchboard a call direct on +44 (0)20 7222 7722.

Department Contact number
Subscriptions   t: +44 (0)207 665 2227
Library   t:  +44 (0)207 665 2251
Press enquiries t: +44 (0)207 665 2104
Secretariat t: +44 (0)207 222 7722
ICE Council office t: +44 (0)207 222 7722
Membership t: +44 (0)20 7665 2012
ICE Events team t: +44 (0)20 7665 2226
One Great George Street venue bookings t: +44 (0)20 7665 2323

Contact your regional office or representative

Whilst our teams in London are always happy to answer your questions, often local knowledge is better. We've got offices across the UK split into 12 regions. Each office has staff who can help advise you on what's going on locally, answer any questions you might have about local events or activities, or provide information on membership.

If you're based outside of the UK, we have an office in Hong Kong, as well staff based in Australia and New Zealand. Alongside this, we've got volunteer representatives in countries across the globe. Simply select your region or continent from the list below and find out more.

UK regions

Hong Kong and Transtasman

Rest of the world

Many of the countries in which our members operate are supported by volunteer representatives as well as staff members here in London. You can find out more by visiting the links below:

ICE complains process

This page sets out our complaints process. It explains what we consider to be a complaint, how the process works and what you need to do if you'd like to make a complaint. We'll always make every effort to deal with any issues raised and respond constructively and as quickly as possible.

What is a complaint?

We consider a complaint to be any expression of dissatisfaction with a service we're responsible for. This might relate to an area or programme of work we're involved in, or the actions of a member of staff.

If you've made your complaint verbally - either face-to-face, or over the phone - we'll also ask you to put it in writing and follow the guidance below.

Please note - this process can't be used to make a complaint about an ICE member, or to appeal against the result of a membership application. In these cases, please read our:


When to raise a formal complaint

We'll always try to deal with and resolve complaints at the point they were received. However, if you feel it has not been resolved satisfactorily, you can register a complaint with our complaints coordinator. Your complaint should be made within two months.

What you need to provide

We'll ask you to send as much information as possible so we can investigate your complaint effectively. You should include:

  • Your name and a valid email or home address so we can reply to you
  • A clear description of your complaint
  • Copies of earlier associated correspondence between you and ICE

What we do next

Acknowledging your complaint

If you send a complaint by email, we'll send an automatic acknowledgement on the same day. This will let you know that we aim to respond to the complaint within 20 working days. If we then find that we're unable to reply within this time, we'll let you know within the 20-working-day period and give a realistic estimate of when you can can expect a reply.

Investigating the complaint

The complaints coordinator will appoint a senior member of staff as complaints manager. They will investigate the complain and let you know the outcome. The investigation will involve a thorough review of all the related and relevant correspondence between ICE and yourself in relation to the complaint. The complaints manager may have to communicate with relevant policy officials, correspondence officers and third parties.

The complaints manager will then decide whether:

  • The complaint has been handled correctly, and as effectively as possible
  • The complainant's questions have been answered
  • The complaint should be upheld and, if it is, what should be done to remedy it

Taking your complaint further

If you're not content with the complaints manager's reply, the next step would be to take your complaint to the ICE director general. Or, if the complaint is against the director general, it should be taken to the current ICE president. The director general or president's decision is final.

After the decision, the director general or president will acknowledge any correspondence from you but, unless any new issues are raised that they consider significant, no further replies will be sent.

Whatever decision is made, we'll make sure we learn from the process and use any issues raised to improve our services.

Where to send a complaint

To make a complaint you need to contact ICE's complaints coordinator.

By post

Complaints coordinator
Institution of Civil Engineers
One Great George Street

e: complaints@ice.org.uk