Complaints & Appeals Policy

1. Purpose

IAQP is committed to handling complaints and appeals fairly, promptly and confidentially. This policy explains how to raise a concern and what happens next.

2. Definitions

• Complaint — an expression of dissatisfaction about IAQP’s services, staff, partners or certified persons.
• Appeal — a request to reconsider a decision made by IAQP, such as an eligibility, exam, certification, suspension or withdrawal decision.

3. Who can use this policy

Applicants, candidates, certified persons, members, training partners, organizations and members of the public.

4. How to submit

Complaints and appeals should be submitted in writing to info@iaqp.co.uk or through the contact form, stating the decision or issue concerned, the reasons and any supporting evidence. Appeals should be submitted within 30 days of the decision being communicated.

5. Handling process

• IAQP acknowledges receipt, normally within five working days.
• The matter is reviewed by a person who was not involved in the original decision or issue.
• Further information may be requested from the person raising the matter or from others involved.
• A written response explaining the outcome and the reasons is provided, normally within 30 working days.

6. Impartiality and confidentiality

Complaints and appeals are handled impartially and confidentially. Raising a complaint or appeal will not lead to any unfair treatment.

7. Further review

If the person is not satisfied with the outcome of an appeal, they may request a final review by an independent panel appointed by IAQP. The panel’s decision is final.

8. Records and improvement

IAQP keeps records of all complaints and appeals and uses them to improve its services and processes.