Complaints policy

We view complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the member, volunteer, client or organisation that has made the complaint.

Our policy is:

  • To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
  • To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
  • To make sure everyone knows what to do if a complaint is received
  • To make sure all complaints are investigated fairly and in a timely way
  • To make sure that complaints are, wherever possible, resolved and that relationships are repaired
  • To gather information which helps us to improve what we do

Definition of a complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of the work undertaken within our governance, professional and membership services including our volunteer membership network. This complaints procedure applies to our services in the devolved nations and internationally.

Where there is a specific complaint procedure that must be used as a priority. Separate complaint procedures exist for:

  • Services undertaken by CIEH LTD (Commercial)
  • Members and the code of conduct / code of ethics
  • Student qualification process
  • Staff
  • Membership Network

Ways to lodge a complaint

A complaint can be received verbally, by phone, by email or in writing. You may initially lodge you complaint by contacting our Contact Centre on 020 7827 5800 or by email at [email protected] 


All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.


Overall responsibility for this policy and its implementation lies with our Board of Trustees or as delegated to our Executive.


This policy is reviewed regularly and updated as required.