COMPLAINTS

1. Purpose

Creative Intellectual Property Charity is committed to providing a high-quality service and to dealing with complaints fairly, openly, and promptly. This procedure sets out how you can raise a complaint and what you can expect from us.

2. What you can complain about

You can raise a complaint about:

• The quality or accuracy of our educational materials or services
• How we have handled your personal data
• The conduct of a trustee, adviser, or representative of the charity
• Certification processes, assessments, or decisions
• Any aspect of how the charity operates

3. How to raise a complaint

Stage 1: Informal resolution

In the first instance, please contact us by email at complaints@creativeip.org with a description of your complaint. We aim to resolve complaints informally within 10 working days. You will receive an acknowledgement within 3 working days.

Stage 2: Formal complaint

If you are not satisfied with the response at Stage 1, you may submit a formal written complaint to the Chair of Trustees at governance@creativeip.org. Your complaint should include:

• A clear description of the issue
• The outcome of Stage 1 (if applicable)
• What resolution you are seeking

The Chair (or a designated trustee) will investigate the complaint and provide a written response within 20 working days. Where the complaint relates to the Chair, another trustee will handle the investigation.

Stage 3: External review

If you remain dissatisfied after Stage 2, you may raise the matter with the Charity Commission:

• Online: gov.uk/complain-about-charity
• Phone: 0300 066 9197

4. Data protection complaints

If your complaint relates to how we have handled your personal data, you also have the right to complain to the Information Commissioner's Office (ICO): ico.org.uk/make-a-complaint.

5. Certification complaints

Complaints about certification decisions (including assessment outcomes, revocation, or renewal decisions) are handled through the Certification Terms. Initial complaints should be directed to certification@creativeip.org. Where the matter cannot be resolved at operational level, it will be escalated to the Standards Committee.

6. Record keeping

All complaints and their outcomes are recorded by the charity. The trustees review the complaints record at each board meeting to identify any patterns and take corrective action where necessary. Personal data relating to complaints is processed in accordance with our Privacy Policy.

7. Contact

complaints@creativeip.org

Creative Intellectual Property Charity
Floor 2, 53 Courtfield Gardens, London SW5 0NF