Customer service

At the Chartered IIA, we aim to give our customers the best experience possible. We seek to continuously improve our products and services and welcome your feedback, so please don’t hesitate to get in touch.


Our approach to customer complaints

We realise that despite our best efforts there may be occasions when you are not satisfied with the service we’ve provided. If that happens please let us know what the problem is as soon as possible. 

In the first instance, please speak with the member of staff directly involved. They will work with you to find a solution wherever possible.

If you are still unhappy, please write or speak to our Head of Customer:

Amanda Winham
020 7819 1904
amanda.winham@iia.org.uk

We aim to resolve your complaint within ten working days. If the complaint is complicated it may take us a little longer, but we’ll keep you informed on our progress.

You’ll receive a full written explanation of our findings and any action we have taken or propose to take. We’ll use your feedback to improve our services wherever we can.


Escalation 

If you’re not satisfied with the solution offered, or the way that your complaint has been dealt with, please refer the matter to our Chief Executive:

John Wood (Interim CEO)
ceo@iia.org.uk 

Our Chief Executive will review your complaint, how it has been handled and whether any further action is needed. All such complaints will receive a full reply from the chief executive within 20 working days of receipt.