APM Feedback and Complaints Process

Policy
The Association for Project Management (APM) is committed to providing the highest levels of service to all of our customers.

APM values all positive and negative feedback and complaints as an opportunity to improve and further develop its products and services to meet the needs of its customers and the project management profession.

APM will strive to treat all feedback and complaints fairly and reasonably and act responsibly, equitably and effectively in its responses and resolutions.

APM will have documented procedures and processes for dealing with feedback and complaints as a part of its Quality Management System, and will ensure all members of staff are trained in its application.

Written copies of the policy and procedure will be easily accessible and made available to all interested parties on request.


Definition of Feedback and complaints
Feedback is defined as any comment, suggestion or expression of opinion which would not be classified as a complaint.

Complaints are defined as any expression of dissatisfaction or grievance made to APM by any customer in relation to our business to which a response is requested or required.

If your complaint is an appeal against a decision regarding your RPP application, please refer to our candidate guidance notes in the first instance.

For the fastest response to your issue you may want to visit the FAQ section of our website first, before contacting us, where there are answers to many of our customers more common questions. 


Managing Feedback and Complaints
Verbal feedback and complaints will generally be dealt with at the time of receipt or by return through the appropriate member of staff at APM. Our objective is to satisfy as many customers as possible at first contact.

Where this is not possible customers will be asked to submit details of the feedback or complaint in writing (either by e-mail (info@apm.org.uk) or letter). A full record will be kept of all written feedback and complaints.

Recorded complaints will also be monitored for any ongoing trends by management and efforts made to resolve any ongoing issues.

Customers’ personal details or details of their complaint will not be divulged to third parties unless we have their written consent.


Informing customers of progress
We normally strive to resolve written feedback and complaints within 10 working days. An acknowledgement will normally be sent within 2 working days.

Where we are unable to resolve issues within 10 working days customer will be regularly advised of progress and the likely timeframe for resolution.

Customers will be informed of any changes to our products or services as a result of their complaint.

Where appropriate, customers who have had a complaint resolved will be contacted at a later date to see if they are happy with how their complaint we handled.


Responding to complaints
All people making a complaint or providing feedback will be treated with courtesy. Where possible, complaints will be resolved at the first point of contact.

Feedback will be recorded and managed by agreement with each customer in each case.

If the complaint can’t be resolved immediately, the customer will be given a timeframe, a contact person and details of our complaint handling process. Where possible, the staff member taking the complaint details will be the contact person.


Escalation of complaints
If a complaint cannot be resolved through this process, it will be referred to the senior management team and the customer will be informed and given an amended timeframe for resolution.


Review of complaint handling policy and procedures
APM is committed to continuous improvement and this policy will be reviewed regularly (at least once a year) for effectiveness and updated.

 This complaint handling process is supported by everyone at APM. We commit to providing this policy to all staff and making it available to all our customers.

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