Complaints Procedure



IPE Marketing Consulting is committed to providing the highest standards of services to service users. Complaints play a role in maintaining and improving standards and the quality of our services, as it gives us a unique insight into how our services are being delivered. The careful scrutiny of complaints will often enable us to take actions that would help to improve our services and efficiency as a whole.

If you want to make a complaint, we will deal with it speedily and fairly.
We will:
  • Acknowledge your complaint within 5 working days of receipt
  • Try and resolve your complaint fully within 20 working days of receipt. If there are valid reasons for consideration of the complaint taking longer, we will keep you fully informed in writing or via telephone or email as you prefer and you will receive a response at the very latest within 40 working days.
  • Liaise with counselling organisations acting on your behalf, if you ask us to.
  • Send you a final decision on the complaint in writing.

    If you are not satisfied with the final decision, you may refer the complaint to the Independent Personal Search Adjudication Scheme (IPSAS), operated by DRS-CIArb, a part of the Chartered Institute of Arbitrators and you shall be provided with a copy of the ‘How to Complain’ leaflet and contact details. We will co-operate fully with the independent adjudicator during the consideration of a complaint by the IPSAS and comply with any decision.

    Complaints should be sent to:
    Customer Services
    IPE Marketing Consulting
    65 Culver Lane, Reading, RG6 1DX
    Phone: 01189625010
    E-mail: info@ipemarketingconsulting.co.uk