APM Complaints Process
We have a 3-stage procedure (see below) for dealing with general complaints* and will always try to deal with these quickly. However, if it is clear the matter will need a detailed investigation, we will inform you and keep you updated as to progress.
Written copies of the policy and procedure will be available to all interested parties on request.
Customers’ personal details or details of any complaint will not be divulged to third parties unless we have your written consent.
*Please refer to the separate section below regarding appeals, standards or professional conduct complaints
| Stage 1: Frontline resolution | Stage 2: Investigation | Stage 3: Escalation of complaint |
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The department responsible for the relevant area will always try to resolve your complaint as quickly as possible. |
Our management team will look at your complaint if you are dissatisfied with our response at stage one. |
If you are not satisfied with the result of our investigation at stage 2: We will escalate the matter to our leadership team. |
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If you are dissatisfied with our response, you can ask us to consider this further at stage two. |
We also look at some complaints immediately at this stage, if they have been automatically escalated. |
Our leadership team will respond to you within 10 working days. |
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We may automatically escalate your enquiry to stage 2, if it is clear that it is complex or requires detailed investigation. |
We will acknowledge your complaint within 5 working days. |
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We will give you our decisions as soon as possible. This will be after no more than 10 working days from the time of our acknowledgement unless more time is required for the investigation to be completed (such as awaiting a third party's response), if that is the case we will keep you fully informed. |
Write to us
Association for Project Management
Ibis House, Regent Park
Summerleys Road
Princes Risborough
Buckinghamshire
HP27 9LE
Call us
Membership 01844 271681
Qualifications 01844 271680
Main switchboard 0845 458 1944
Calls cost 4p per minute plus your phone company's access charge.