The Chartered Institution of Building Services Engineers aims at all times to provide excellent services to its members and to the general public. We do accept, however, that complaints may on occasion arise.
CIBSE aims to respond positively to complaints received. We will make every effort to provide an outcome that is satisfactory to the complainant, and where possible to identify ways in which our services can be improved.
Complaints should in the first instance be raised informally with the staff concerned, who will be fully briefed about this complaints procedure. Our staff will listen to the details of your complaint; offer an explanation and a resolution of the problem if possible; inform you of the actions they will take; and advise you of further options if you remain unhappy.
If a complaint is not resolved to your satisfaction as described above – or if a complaint is particularly serious – you are entitled to take the complaint further. In this case, you should contact the Chief Executive in writing, or by telephone or email. You will receive a response to this within 10 working days, although on some occasions additional time may be needed for a final resolution.
In the event that you remain dissatisfied, a final appeal to the House Committee of the Institution may be made. The matter may be raised with the House Committee by writing to the President at the Institution’s HQ address. The House Committee – which comprises the President, President-Elect, Immediate Past President and Honorary Treasurer - will investigate the full circumstances of the handling of your complaint before informing you of its findings.