Customer service
The IBMS is committed to delivering the best possible services and support. Your feedback is important to us.
We welcome any comments as it provides us with an opportunity to learn and make improvements and to deliver on our commitment.
How to provide feedback
There are a number of ways that you can contact us and provide feedback indicating the best way that we can contact you back. If possible, please provide chronological details of your experience, as well as any copies of information that you were sent.
Post
Institute of Biomedical Science
12 Coldbath Square
London
EC1R 5HL
Telephone
020 7713 0214
Raising an issue with us
If you are not satisfied with the level of support or services you have received from the IBMS, you may wish to file a complaint.
All complaints whether by letter, email or telephone will be fully investigated to determine the underlying causes of dissatisfaction.
Complaints are firstly dealt with by the IBMS management team. In the case that a complaint is made about a head of department, they will be considered by either the Chief Executive or Deputy Chief Executive.
Complaints about IBMS policy are initially dealt with by IBMS standing committee secretaries. The secretaries shall refer complaints to the appropriate committee or if specifically requested by a complainant.
Response times
A response to all complaints will be made within 5 working days. All that require remedial action and that can be resolved quickly are dealt with within 2-5 working days of receipt of the complaint.
Complaints requiring more detailed investigation are sent an acknowledgment within 5 working days of receipt, along with an estimated timescale provided for the investigation. Correspondents will receive written updates after 10 working days if the matter raised has not been resolved.
Appeals against responses provided
The IBMS has specific appeals processes where someone wishes a reconsideration of a decision which has been notified to them. These include where applications are made for membership and where qualifications are evaluated. There are also processes for appealing the results of IBMS examinations.
The appropriate method for making an appeal will be advised in the notification sent from the IBMS.
In all other respects, if you are not satisfied with the service or response you have received, written appeals are to be made to the Deputy Chief Executive or Chief Executive at the IBMS office.
Trainee complaints
Trainees undertaking training portfolios within a clinical laboratory, as part of a placement programme with a university, will initially be required to raise any complaint with their university placement officer. Only once this has happened will the IBMS contact the university to investigate.
Trainees employed directly by the laboratory service provider will initially be referred to their internal employer’s dispute resolution procedures. Only if this route has been completed will the IBMS contact the laboratory service to investigate.