Complaints

We regret that you feel you need to make a complaint against the Association. We always aim to act with the highest degree of professionalism, however we do acknowledge that sometimes we will fall short of our own high standards.

The below procedure should be followed in the event you have a valid complaint against a CPAA employee, official, contractor or third-party partner. 

Before making a complaint

Before you make a formal complaint we would ask that you consider raising the issue informally, either directly with the individual or their manager. If your complaint concerns a CPAA policy or procedure you can always discuss your concerns with the Operations Manager (email admin@cpaa.co.uk, or write to our office address and mark your communication 'FAO Operation Manager'). Many issues can be resolved quickly and effectively in this way. 

We appreciate that you may not wish to raise the issue informally. If this is the case we ask that you prepare any supporting documentation/evidence relating to your complaint and follow the procedure below. Please read the below carefully before submitting your complaint. 

Making a complaint

Please put your complaint in writing. You should address this to the Operations Manager Operations Manager (email admin@cpaa.co.uk, or write to our office address and mark your communication 'FAO Operation Manager'). It will help us to resolve your complaint if you are able to be as specific as possible. Where appropriate you should detail relevant names, places and dates. It will also help if you send any copies of evidence relevant to your complaint.  

Investigating your complaint

Once a complaint has been received the Operations Manager will commence an investigation into the complaint. If appropriate the investigation of the complaint will be delegated by the Operations Manager to another person within the CPAA. If your complaint concerns the Operations Manager the complaint will be forwarded to the Chairman, or another director, for investigation. 

Investigations can take a number of forms depending upon the nature of the complaint. We will inform you of how the investigation will be structured and carried out. 

Once your complaint has been submitted and received we will aim to issue an acknowledgement within five working days. Within twenty working days of the complaint being received we aim to either issue a full response to you or inform you as to the steps taken to address your complaint and how it will be processed going forward.  

Complaints we cannot investigate 

We will be unable to investigate any of the following types of complaint under this policy:

  • Anonymous Complaints
  • Malicious Complaints
  • Vexatious Complaints
  • Persistent Complaints
  • Abusive or Aggressive Complaints
  • Complaints Against Members of the CPAA not acting as an Official or Employee of the CPAA (to complain against a member please see the ‘Member Complaints’ section of our website by clicking here)

If you are not happy with the result of your complaint 

If you feel that certain facts relating to your complaint were not taken into account or the method by which your complaint was investigated was inappropriate, please let us know no later than ten working days after we have issued our response. This will be investigated by the Chairman, or if the Chairman was involved in the initial complaint, another director. If they feel that your complaint needs to be re-investigated, they will arrange for this to happen.