Compliments, Complaints and Concerns

IPAF aims to provide high quality services which meet your needs. We believe we achieve this most of the time. If someone has exceeded your expectations or if we are not getting it right, please let us know. To ensure our services remain at a high and improving standard, we have a procedure through which you can let us know if for any reason you are not satisfied with your dealings with us or one of our members, or if you feel that someone at IPAF or an IPAF member deserves special thanks.

Complaints about IPAF

If you are unhappy about any of IPAF’s services, please contact us to speak to a member of the IPAF team. You can find contact details for your nearest IPAF office on our website www.ipaf.org/contact.

If you are unhappy with an individual, sometimes it is best to tell him or her directly. If you feel this is difficult or inappropriate, then speak to the staff member's manager or a member of the Senior Management Team. Often, we will be able to give you a response straight away.

Complaints about IPAF Members

If you are unhappy about a service provided by an IPAF Member, please ensure you exhaust the member’s complaints procedures before raising the complaint with IPAF. If for any reason you do not feel comfortable addressing the issue with the member directly, or you wish to take the issue further after exhausting the member’s complaints procedures, you may raise your complaint with IPAF, as detailed below.

Making a written complaint

If you wish to raise an issue with IPAF or an IPAF Member more formally, please complete our Complaints Form. All complaints submitted on this form will be logged and will be dealt with in compliance with this policy. The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

All complaints will be dealt with in an impartial, non-discriminatory, and confidential manner.

Other concerns

If you suspect fraudulent production of IPAF PAL Cards, false advertisement of IPAF, or misuse of the IPAF brand, you can confidentially disclose this to IPAF by emailing audits@ipaf.org.

IPAF also encourages the reporting of all accidents and incidents involving powered access so we can better tailor our services to the safety needs of the industry. To report an accident, incident or near miss, please use the Accident Reporting Portal. Anonymous reporting is available.

Compliments

Whilst we are grateful for any feedback which will help us to improve our service, we will also be grateful for any of the experiences which you have felt have been positive. To tell us about any of these positive experiences please contact us directly through our website www.ipaf.org/contact.

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