1. Introduction
The Chartered Institute of Ergonomics & Human Factors (CIEHF) is the UK professional body for ergonomics and human factors. It is a Royal Chartered body and a registered charity (Registered Charity No. 1161870). CIEHF supports the development and application of ergonomics and human factors and promotes high standards of professional practice.
CIEHF is committed to providing a high-quality, fair and professional service to its members, customers, volunteers, partners and others who engage with the Institute. We welcome feedback and take complaints seriously. This policy explains how concerns and complaints about CIEHF’s services, administration or actions will be handled, and how we will use complaints to learn and improve.
2. General principles
- This policy will be made accessible and written in a way that is straightforward to understand and use.
- Everyone who raises a concern or complaint will be treated with courtesy, dignity and respect. We expect the same standard of communication towards CIEHF employees, contractors, volunteers and representatives.
- We will aim to deal with complaints impartially, fairly and without unnecessary formality or confrontation.
- We will respond promptly, keep complainants informed where an investigation takes longer than expected, and seek to resolve matters at the earliest appropriate stage.
- We will ensure complaints are considered by someone with sufficient independence from the matter complained about. An independent person may be involved where appropriate.
- We will respect confidentiality and handle personal information in accordance with applicable data protection requirements, while recognising that information may need to be shared with those involved in investigating or responding to the complaint.
- We will address the substantive issues raised and, where something has gone wrong, consider appropriate action or redress.
- We will record and review complaints so that themes, risks and opportunities for improvement can be identified.
3. Definitions and scope
A concern is an expression of worry or doubt about an issue for which reassurance, clarification or action is sought. Wherever possible, concerns should be resolved through normal day-to-day communication.
A complaint is an expression of dissatisfaction, however made, about CIEHF’s actions, decisions, service, administration or failure to act. We will seek to resolve complaints informally where this is appropriate, but a complainant may ask for a matter to be considered formally.
This policy is intended primarily for complaints about CIEHF as an organisation. It does not replace specialist procedures where another CIEHF process is more appropriate. In particular:
- Complaints or allegations concerning the professional conduct of a CIEHF member, including potential breaches of the Code of Professional Conduct, will be considered under CIEHF’s Disciplinary Regulations.
- Employment grievances, disciplinary matters and other staff employment issues will be dealt with under the relevant internal employment procedures.
- Whistleblowing concerns will be dealt with under the relevant whistleblowing arrangements.
- Safeguarding concerns will be managed under the relevant safeguarding arrangements and may need to be referred to external authorities.
- Matters for which a separate appeal, review or assessment procedure exist (for example, certain membership, accreditation or professional assessment decisions) should normally be used.
If it is unclear which procedure applies, CIEHF will determine the appropriate route and explain this to the person raising the matter. Where a complaint falls within the Disciplinary Regulations, those regulations take precedence.
4. How to raise a concern or complaint
Concerns and complaints can be raised by email, telephone, letter or, where appropriate, in person. A complaint may also be made by a representative acting on the complainant’s behalf, provided CIEHF is satisfied that the representative has authority to do so.
To help us understand and respond to a complaint, please provide, where possible:
- your name and preferred contact details;
- a clear description of what happened and why you are dissatisfied;
- relevant dates, names and other information that may assist our enquiries;
- copies of relevant documents or correspondence; and
- what you would like CIEHF to do to resolve the matter.
5. Stage 1 – informal resolution
Where appropriate, we encourage concerns to be raised first with the CIEHF employee or team responsible for the relevant service or activity. Many issues can be resolved quickly through clarification, an explanation or practical action.
We will aim to provide a response promptly and, in any event, within 10 working days. Where a full response cannot be provided within that period, we will explain the reason and provide an expected response date.
6. Stage 2 – formal complaint
If the matter cannot be resolved informally, the complainant is dissatisfied with the Stage 1 response, or the seriousness of the matter makes informal resolution inappropriate, a formal complaint may be made to the Chief Executive or a senior officer nominated by the Chief Executive. If the complaint concerns the Chief Executive, it should be referred to the President or another appropriate Council office-holder.
CIEHF will:
- acknowledge the formal complaint within 5 working days;
- confirm the issues to be considered and, where necessary, ask for further information;
- appoint an appropriate person to investigate, taking account of any actual or perceived conflict of interest;
- consider relevant evidence and, where appropriate, speak to people involved;
- aim to provide a written outcome within 20 working days of acknowledgement; and
- if more time is required, explain the reason for the delay and give a revised expected response date.
The written response will normally summarise the complaint, explain the enquiries undertaken and set out CIEHF’s findings, conclusions and any action to be taken.
7. Stage 3 – review
If the complainant remains dissatisfied with the outcome of a formal complaint, they may request a review. The request should explain why they consider the Stage 2 response to be inadequate, for example because relevant evidence was not considered, the procedure was not followed, or the outcome appears unreasonable in light of the findings.
The review will be carried out by the President, another Council member, or another suitably independent person who has not previously been involved in the complaint. Where appropriate, the matter may be referred to Council or a delegated committee for consideration.
We will acknowledge a request for review within 5 working days and aim to provide the final internal outcome within 20 working days. If this is not possible, we will explain why and provide a revised timescale. The review outcome will normally represent the end of CIEHF’s internal complaints procedure.
8. External routes
Where relevant, the final response will explain any external route that may be available. As a registered charity, concerns about serious regulatory matters may fall within the remit of the Charity Commission for England and Wales. Other specialist or legal routes may apply depending on the nature of the complaint. CIEHF will not suggest that an external body can consider a matter unless that route is relevant to the issue raised.
9. Unreasonably persistent or unacceptable behaviour
CIEHF recognises that people may be persistent when they feel strongly about a complaint, and persistence alone will not cause a complaint to be treated as unreasonable. However, we may manage contact differently where behaviour or demands become unreasonable, abusive, harassing or disproportionately burdensome.
Examples may include:
- repeatedly raising substantially the same complaint after it has been fully considered;
- refusing to identify the substance of a complaint or to engage reasonably with the procedure;
- knowingly providing false or misleading information;
- frequently changing the basis of the complaint without good reason;
- making excessive, repetitive or abusive contact that places unreasonable demands on staff or volunteers;
- insisting on outcomes or methods of investigation that CIEHF cannot reasonably or lawfully provide; or
- using threatening, discriminatory, defamatory or harassing language or behaviour.
10. Managing unreasonable contact
Before restricting contact, CIEHF will normally explain the concern and, where possible, give the complainant an opportunity to adjust their behaviour. Any restriction will be proportionate and kept under review.
Measures may include:
- nominating a single point of contact;
- requiring contact to be made in writing or through a representative;
- limiting the frequency or method of contact;
- declining to respond to correspondence that raises no new material issues after the complaint has been concluded; or
- taking other reasonable steps necessary to protect staff, volunteers and the effective operation of the Institute.
CIEHF may stop responding on a concluded matter where it has taken reasonable steps to address the concerns, has clearly explained its position and available options, and repeated contact serves no reasonable purpose. The complainant will normally be told if this decision is made. New and materially different complaints will still be considered.
Threats of violence, serious aggression or other potentially unlawful conduct may be reported to the police or other appropriate authorities.
11. Confidentiality, conflicts and fairness
Complaints will be handled on a need-to-know basis. Anyone involved in considering a complaint must declare any actual or potential conflict of interest and should not take part where their impartiality could reasonably be questioned. CIEHF may share information where this is necessary to investigate the complaint, meet legal or regulatory obligations, protect individuals, or obtain professional advice.
12. Recording, monitoring and learning
CIEHF will maintain an appropriate record of formal complaints, their outcomes and any actions arising. Senior staff will periodically review complaint themes and lessons learned. Significant complaints, recurring themes or matters presenting material governance or reputational risk will be reported to Council or an appropriate committee, with personal information limited to what is necessary.
13. Contact details
Complaints may be sent to CIEHF using the Institute’s published contact details:
Organisation: Chartered Institute of Ergonomics & Human Factors (CIEHF)
Address: 7 The Courtyard, Wootton Park, Wootton Wawen, Warwickshire B95 6HJ, UK
Telephone: +44 (0) 330 135 9833
Email: [email protected]