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Complaints procedure

If any member of the public or the Institute has a complaint, concern or grievance, they should follow the Institute's Complaints Procedure as laid out in our downloadable document, How the HGI deals with complaints.

Any complaint will be considered and assessed by by the HGI Registration and Complaints Committee (RPSC). The complainant and the HGI member concerned will be informed of the progress of the complaint and of the outcome. Please view our flow diagram which shows an overview of the full process, including the appeals procedure.

All HGI Registered and other Members, including trainee status Members sign an annual testimonial reaffirming their commitment to the Code of Ethics and Conduct, when renewing their membership, and their professional conduct should always reflect this.

For a complaint to be considered by the HGI Registration and Professional Standards Committee (RPSC), it must be against a Member of the HGI who was either a Registered Member or a trainee status Graduate Member at the time of the alleged incident(s).

Please notify us of any complaint at the earliest opportunity. The HGI will not normally consider complaints after 7 years from the date of the alleged incident(s).

For a summary of complaints and outcomes please view: HGI complaints information

How to Complain

If you have a complaint that you would like to bring to our attention, please read our downloadable document, How the HGI deals with complaints. This gives an overview of the process and explains how to make a complaint.

Once you have read this, please complete and return our downloadable Complaints Form.  The Institute can only accept a formal complaint in writing. If putting your concerns in writing presents a difficulty, the HGI office staff will be pleased to assist you. They can be contacted on 0044 (0)1323 811662 or via email at [email protected]

Please note: In the event of an HGI member wishing to bring a complaint against another member, the procedure as set out in How the HGI deals with complaints should be followed.