We aim to always provide the best possible service. If we haven't, here's what to do.

The CQI and IRCA are committed to providing the best possible service to all of our stakeholders. We do our best to maintain our service standards, but mistakes are occasionally made and we welcome your feedback so that we may use it to continuously improve our processes and service.

For more information about our commitment to you, please see our stakeholder service charter.

This process is for any complaints related to the service provided by the CQI and IRCA brands.

How to make a complaint

For complaints about a service provided by the CQI or IRCA please address your complaint to the CQI Head of Quality. We accept complaints by email to complaints@quality.org; by post to The CQI, 10 Furnival Street, London EC4A 1AB, UK; or by phone to +44 (0)20 7245 6866 (if you make a complaint by phone we may ask you to provide further written evidence). To ensure we address your complaint fully please ensure you provide us with:

  • Your name and address
  • Your membership number (if applicable)
  • The full details of your complaint (with any supporting documentation you may have that is relevant).

Our commitment

We take all complaints seriously and will ensure that your feedback is handled in an efficient and confidential manner. We will acknowledge receipt of your complaint within three working days from receipt. We aim to have completed our investigation and issue our formal response within five working days from acknowledgement. When acknowledging your complaint we will provide you with a reference number for your records. Where complaints are considered complex or includes a range of issues, the time taken for our investigation may be extended, however we will keep you informed if this is likely to occur. Where such instances do occur, we commit to addressing your complaint within 28 days from acknowledgement.

If you are not happy with the outcome of our investigation you have the right to escalate your complain, in writing to the CEO or to our trustees.

Thank you

Your feedback - whether it's positive or negative - helps us keep getting better, and we appreciate you taking the time to share it with us. Thank you.