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Complaints Policy and Procedure

Complaints Policy and Procedure

The Procurement Academy is an approved Chartered Institute of Procurement & Supply (CIPS) Study Centre.
The Procurement Academy is committed to high levels of quality assurance and policies that are open, transparent and free from bias.
The Procurement Academy works to support learners to ensure compliance with The Academy policies and procedures.

The Procurement Academy is committed to offering a high standard of service to all our customers. We aim to provide a service that is:

• High Integrity
• Open and informative
• Prompt and professional

The Procurement Academy aims to ensure complaints are dealt with quickly and efficiently avoiding the need for a formal written complaint wherever possible. However, should the matter necessitate a formal complaint, the procedures detailed in this document will be followed.

A complaint can be deemed as an expression of dissatisfaction with a service or product, whether justified or not about any aspect of The Procurement Academy. Therefore individuals should not be discouraged from making a complaint, on financial or any other grounds, unless it is vexatious, malicious or frivolous. All complaints will be dealt with fairly and in a timely manner, and will be recorded so that analysis is facilitated.

Formal complaints should be sent in writing (by letter or email) and should state clearly the form of redress or recompense (if any) or change in operations (if any) that are sought. All complaints will be acknowledged speedily, recorded clearly, and resolved as quickly as possible and as practicable.

No-one who was involved in the actions or behaviours complained against will be involved in determining the outcome of the complaint.

Please note that if you are dissatisfied with a decision made by The Procurement Academy, including decisions made about reasonable adjustments, special consideration, malpractice or assessment results, this cannot be dealt with as a complaint, and you must follow the relevant Review & Appeals procedure, available on The Procurement Academy website.

Complaints Procedure
There are two specific procedures around complaints; each is specific to a particular area of the organisation,

1. Complaint relating to a product or break down of our service
If you wish to express your dissatisfaction or have cause for a complaint regarding any area of our Customer Service and/or relating to a product or service that has not been conducted to the required conclusion we want to hear from you.

We would be grateful if you would provide us with your full name, address and membership number (if applicable), full details of the complaint and your preferred route of response from The Procurement Academy.

We will acknowledge your complaint within three working days and keep you informed of its progression. If your complaint requires a more in-depth response, and other areas of the organisation are involved it may take longer to resolve, we will however keep you informed throughout.
Written complaints: Email

2. Complaint relating to a the operation of the Study Centre
Having been through The Procurement Academy complaints or grievance procedure, the matter may remain unresolved. In these circumstances CIPS, if it is appropriate, may consider intervening on your behalf. You should write to CIPS with full details of the steps taken to date to try to resolve your complaint with the responses.

You will be sent an acknowledgement letter within ten working days and CIPS will investigate the complaint, and communicate findings to you in writing. Wherever possible, this will be completed within one month of the date the complaint was received.

If the matter is not resolved we may undertake further investigations, including where necessary arranging for an independent review of the case.

Written contact: CIPS, Easton House, Easton on the Hill, Stamford, PE9 3NZ Email: Tel: +44 (0)1780 756777

Philip Chippindale
The Procurement Academy
May 2021

Please note this policy is available on our website