The IGH3P is committed to providing a high standard of service to its members and the public. However, we understand that there may be times when individuals wish to raise concerns or complaints. The following procedure outlines how complaints are handled:
1. Submission of Complaint
Any individual who has a complaint about a member of the IGH3P, or about the IGH3P itself, should submit their complaint in writing to the Director of Memberships. The complaint should provide a detailed description of the issue and any supporting evidence.
2. Acknowledgement of Complaint
Upon receipt of the complaint, the Director of Memberships will send an acknowledgement to the complainant within 5 working days. This acknowledgement will confirm that the complaint has been received and is being processed.
The Director of Memberships will conduct a preliminary investigation into the complaint. If the complaint is about a specific member, that member will be informed of the complaint and given an opportunity to respond. If the complaint is about the IGH3P, the Director of Memberships will investigate the issue internally.
4. Governing Body Review
If the complaint cannot be resolved through the preliminary investigation, it will be escalated to the Governing Body. The Governing Body will review the complaint and the results of the investigation, and may conduct further investigations if necessary.
Upon completion of the review, the Governing Body will make a decision on the complaint. The complainant and the member (if the complaint is about a specific member) will be informed of the decision in writing.
If the complainant is not satisfied with the decision, they may appeal to the Chair of the Governing Body. The appeal must be submitted in writing within 30 days of the decision. The Chair will review the appeal and make a final decision.
All complaints will be handled with the utmost confidentiality to protect the privacy of all parties involved.
This complaint procedure ensures that all complaints are handled promptly, fairly, and professionally. It provides a clear and transparent process for individuals to raise concerns or complaints, and for these issues to be addressed and resolved.