Complaints & Disciplinary
Complaints
What is a complaint?
We consider a complaint to be any expression of dissatisfaction with a service we offer. This might relate to an area or programme of work we are involved in or the actions of a member of staff.
If you have a complaint about an Institute of Water Member please refer to our Disciplinary Procedure.
When to raise a formal complaint
We will always try to deal with and resolve complaints at the point they were received. If however you feel it has not been resolved you can register a complaint in writing, within two months.
What you need to provide
Please send as much information as possible so we can investigate your complaint effectively, including:
- Your name and a valid email or home address so we can reply
- A clear description of your complaint
- Copies of any associated correspondence between you and IWater
Acknowledging your complaint
We will confirm receipt and then we aim to respond to the complaint within 20 working days. If we are unable to conclude the investigation within this time we will let you know within the 20-working-day period and give a realistic estimate of when you can expect a decision.
Investigating the complaint
A Member of the Board will be appointed as complaints manager. They will investigate the complaint and let you know the outcome. The investigation will involve a review of all relevant correspondence and may require communication with relevant staff, volunteers and third parties.
The complaints manager will then decide whether:
- The complaint has been handled correctly and as effectively as possible
- The complainant’s questions have been answered
- The complaint should be upheld and, if it is, what should be done to remedy it
Taking your complaint further
If you are not content with the outcome, the next step would be to take your complaint to the current President; the President’s decision is final.
After the decision, President will acknowledge any correspondence from you but, unless any new issues are raised that they consider significant, no further replies will be sent.
Where to send a complaint
By post: Institute of Water, 4 Carlton Court, Team Valley, Gateshead, NE11 0AZ
By email: info@instituteofwater.org.uk
Disciplinary Procedure
The purpose of this procedure is to uphold agreed standards of behaviour among Institute of Water (IWater) members and service users. In so doing, we contribute to a culture of trust, inclusion, integrity, and excellence within IWater and the wider water community. It is also to ensure that any disciplinary matter is dealt with fairly and that appropriate steps are taken.
To report any potential breaches of the Code of Conduct, please refer to the Disciplinary Procedure below.