Complaints policy

Introduction and purpose

AMEE is committed to providing high-quality service and maintaining excellent customer service. We recognise that, occasionally, concerns or issues may arise. This Complaints Policy outlines our commitment to addressing and resolving complaints promptly and fairly.

Scope

This policy covers complaints from members, delegates, course participants and any other stakeholders.

Definition of a complaint

A complaint is an expression of dissatisfaction, whether oral or written, and may relate to our initiatives, services, employees, or any other aspect of our association operations.

Responsibilities

Members, delegates, course participants and any other stake holders should contact complaints@amee.org if they wish to register a complaint.

The AMEE Operations Team are responsible for the resolution and investigation of complaints.

Complaints procedure

Members, delegates, course participants and any other stake holders can make complaints by email.

Complaints should include specific details, such as the nature of the complaint, relevant dates, and any supporting documentation.

The timeline for making a complaint is 3 months.

Investigation process

Complaints will be investigated by a member of the AMEE Operations Team.

We aim to complete investigations within 28 days. If this is not possible, we will provide regular updates on the status of the investigation.

Communication

We will acknowledge receipt of the complaint within 14 days.

Regular updates on the progress of the complaint will be provided every 7 days.

Final resolution details will be communicated to the complainant in writing.

Resolution

Our objective is to address and resolve complaints in a fair and satisfactory manner.

Escalation

If a complainant is dissatisfied with the resolution, they may escalate the matter by contacting CEO@amee.org.

Monitoring and reporting

We will monitor and analyse complaints data to identify trends and areas for improvement on a regular basis.

Review and improvement

This policy will be reviewed annually to ensure its effectiveness.

We are committed to continuous improvement based on feedback and outcomes.

Accessibility

This policy is available on our website and can be provided in alternative formats upon request.