The Institute of Biomedical Science

www.ibmscongress.com

What to do if you have any comments about the Institute

The Institute provides services for members and non members which generate a large number of enquiries.

For quality monitoring and improvement purposes we would like to know about your experience of how we handled your enquiry. Whether your contact resulted in a helpful outcome or if you believe our handling of your enquiry was not to a standard to which we ordinarily would aim to provide.

How to make your views known

You should send written details in a letter or email indicating how we can contact you.

Provide us with chronological details of your experience along with copies of information that you were sent.

Your communication should be addressed to the appropriate Executive Head of Department. A list of departments can be found in the contact us section of the website. Alternatively the Institute staff taking your call on our main telephone number can advise to whom your comments should be addressed.

On receipt of your comments

On receipt your comments will be allocated to a complaints handler and preliminarily reviewed according to the Institute’s standard procedures.

Comments which require remedial action and that can be resolved straight away are done so – with a definitive response sent to the correspondent within 2-5 working days of receipt.

Correspondents with comments requiring more detailed investigation are sent an acknowledgment within 2 working days of receipt and an estimated timescale provided for the investigation. Correspondents will receive written updates after 10 working days if the matter raised has not been resolved.

Appeals against responses provided

The Institute has specific appeals processes where someone wishes a reconsideration of a decision which has been notified to them. These include where applications are made for membership and where qualifications are evaluated. There are also processes for appealing the results of the Institute examinations. The appropriate method for making an appeal will be advised in the notification sent from the Institute.

In all other respects, if you are not satisfied with the service or response you have received , written appeals are to the Deputy Chief Executive or Chief Executive at the Institute’s registered office.