This procedure lays out how we handle complaints fairly, promptly, and with the care they deserve.

Who This Applies To:

This complaints process is open to:

- Members of the IATQB community

- Clients and service users

- General members of the public

(If your concern is about legal matters or contractual disputes, those are handled separately, get in touch, and we’ll point you in the right direction.)

How to Make a Complaint:

You can submit by emailing us at [email protected]

What to Include:

To help us handle your complaint properly, please include:

- Your full name and contact details

- A clear description of what’s happened

- Any supporting documents or evidence

- The outcome you’re hoping for

The more details, the better—we want to get this sorted for you as smoothly as possible.

What Happens Next?

Step 1: Acknowledgment. We’ll confirm we’ve received your complaint within 3 working days.

Step 2: Investigation. We’ll look into the issue, gather any necessary information, and speak with those involved if needed.

Step 3: Response & Resolution. You’ll receive a written response within 14 working days. If we need more time, we’ll let you know.


Not Happy With The Response? Here's What to Do:

If you’re not satisfied with how we’ve handled your complaint, you can escalate it by emailing [email protected] with "Complaint Escalation" in the subject line within 7 days of our response.

A senior team member will take another look, and you’ll get a final response within 14 working days.


Confidentiality & Data Protection:

We handle all complaints confidentially and in line with GDPR regulations. We’ll only share information necessary for resolving the issue: your privacy is important to us.


Always Improving:

We don’t just deal with complaints; we learn from them. Every piece of feedback helps us level up and make the IATQB experience even better for everyone.