Customer Service

We are committed to delivering the best possible services and support to you

What to do if you have any feedback about the IBMS

To enable us to deliver our commitment, we need your assistance to inform us what you think works well and where we could improve. Your feedback is important to us as it provides us with an opportunity to learn so that we can improve and maintain our high-level of services.


In the event that you have a complaint about the IBMS you should follow the process outlined below.

How to complain

Please send written details in a letter or email indicating how we can contact you. Provide chronological details of your experience along with any copies of information that you were sent.

Your communication should be addressed to:

Institute of Biomedical Science
12 Coldbath Square 
London EC1R 5HL 
United Kingdom

T: 020 7713 0214

Trainees undertaking training portfolios within a clinical laboratory, as part of a placement programme with a university, will be required initially to raise such a complaint with their university placement officer. Only if this has already been done will the Institute contact the university to conciliate in the matter.

Trainees employed directly by the laboratory service provider will be initially referred to their internal employer’s dispute resolution procedures. Only if this route has been completed will the Institute contact the laboratory service to conciliate in the matter.

On receipt of your comments

All complaints whether by letter, email or telephone will be investigated to determine the underlying causes of dissatisfaction.

Complaints are firstly dealt with by heads of department, that are also members of the IBMS' management team, unless a complaint is made subsequent to being dealt with in this way or is about a head of department.  In the latter cases, complaints shall be considered by either the Institute’s Chief Executive or Deputy Chief Executive.

Complaints about Institute policy are initially dealt with by Institute standing committee secretaries. The secretaries shall refer complaints to committee where appropriate or if specifically requested by a complainant.

Response times

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 5 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.

Corrective and Preventive Actions

Time issues and work errors
The relevant manager will resolve such issues with the specific member of staff and subsequently monitor to ensure corrective actions are taken.

Complaints about staff
Corrective actions will be undertaken to resolve the underlying matter about which the complainant originally contacted the Institute, as the first priority. This will enable a definitive response to be sent to the complainant.

Subsequently, any issues of staff performance will be resolved with the line manager and staff member, with ongoing monitoring.

Office procedure complaints
Where a member of staff has not followed standard procedures, the matter will be addressed as indicated in complaints about staff.

Where improvements are made to procedures and practices, action plans will be developed, documented and implemented. A subsequent review of the implementation will be undertaken by the manager that dealt with the complaint.

Institute policy
Where required an action plan for improvements in policy will be developed, documented and implemented or directed by committee. A subsequent review of implementation will be undertaken by the appropriate committee secretary.

Other matters
The relevant manager will take the necessary corrective action and assess the need for further preventative action. Where the latter is required an action plan will be developed, documented and implemented with subsequent monitoring.

Record Keeping

Notes will be made on complaints received and actions undertaken by members of staff taking such telephone calls.

Correspondence received from and sent to complainants by letter or email will be retained.

Appeals against responses provided

The IBMS 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.