Complaints procedure

1.Internal assessment procedure

The complaint is directed to the education officer who will contact both the client and the member concerned initially by telephone to discuss details of the complaint and to hear both sides of the story. The complaint can be dealt with on an informal basis, however all complaints must be entered into the complaints’ register held by the education officer for monitoring purposes. The complaint will stay on the register for five years and earlier complaints may be taken into account if a pattern of misconduct is established.

2.Time scales

The client and member will be contacted within 7 days of the complaint being received either in writing or verbally. The outcome of the complaint will be decided within 21 days from the date of receipt unless there are exceptional circumstances.

3.Evidence gathering

The education officer will gather the evidence required to make an initial determination, which will be communicated to both sides simultaneously. The education officer may discuss the complaint with another Board member in confidence in order to reach a decision. Such discussions will be recorded.

4.Right of appeal

Members and complainants have a right to appeal the decision within 7 days, and should send this in writing to the education officer. A second member of the ICB Board – the company secretary – will review the case and the company secretary’s decision will be final.

5.Further representations

Further representations should be received within 7 days and will be considered by the education officer entirely at her own discretion as to whether the further representation changes the outcome of the decision.

6.Possible outcomes

6.1 No further action.

6.2 Partially upheld

6.2.1   Matter will be held to lie on file
6.2.2   Verbal and or written warning
6.2.3   Further education for the member

6.3 Fully upheld

6.3.1   Written warning with further education requirements
6.3.2   Temporary suspension of membership
6.3.3    Striking off and membership withdrawn for life

If there are any areas for further education the member must provide evidence of learning in the particular area specified. The member may receive advice and training from a senior experienced member and this will be documented on their file. A timescale will be agreed between the member and the education officer. Any costs incurred by the member in the pursuit of education will be at the member’s own expense.