Complaints Policy - AMEE

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. 


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. 


Members, delegates, course participants and any other stake holders should contact [email protected] 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. 


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. 


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


If a complainant is dissatisfied with the resolution, they may escalate the matter by contacting [email protected]. 

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. 


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

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AMEE is a registered Scottish Charity No. SC031618

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