Customer Service Policy

The IIM is a professional Institute committed to setting and maintaining standards in Interim management, through its accreditation process, Code of Conduct, CPD programme and public representation. The Institute’s educational role is to establish a standard of recognised experience and ability in Interim management.

The IIM strives to provide relevance, timeliness and consistency in all its member service-based activities. The IIM regards all members or prospective members, policy-making bodies, partner organisations and the public whom we serve as our customers.

Customer Service Standards:

Courtesy
The IIM and its Officers will exhibit customer friendly service skills at all times. They will be knowledgeable, professional and courteous in meeting the needs of our customers.

Confidentiality
The IIM and its Officers adhere to a detailed Privacy Policy that is available for on-line viewing.

Communication
The IIM Secretariat can be reached by e-mail, phone, fax and post. All correspondence will be responded to in a clear, concise and timely manner. Our aim is that all correspondence, from date of receipt, will receive a response within 6-10 business days; more complicated issues will receive an acknowledgement within the response time, and continuous updates on the progress of the case until a resolution can be achieved.

Consistency
As part of our commitment to upholding professional standards, the IIM has implemented and constantly reviews policies to ensure that its application of accreditation guidelines is consistent across all applicants.

Support for Partners
The IIM regards academic awarding bodies (as well as other professional bodies and Institutes) as our partners in raising and maintaining education standards in the many aspects of management. We endeavour to ensure that these partners are provided with clear and comprehensive information on IIM activities in a timely and efficient manner. We welcome input from our partners to ensure that the IIM continues to meet the changing needs of the operational environment.

Reduce Bureaucracy
Wherever possible, and without compromising our professional standards, the IIM strives to reduce the burden of unnecessary paperwork.

Handling Complaints
The IIM seeks fair, just and prompt solutions to any complaints and appeals. All such issues should be directed to the Secretariat in the first instance, where they will be acknowledged and directed to the appropriate person for action. An appeal process to the Management Board is in place for any disputes regarding accreditation and Membership awards.

Access to Information
Information about our organisation and its work is available from the Secretariat. Information is also available and regularly updated on our website at www.ioim.org.uk.
The Institute complies fully with the provisions of the Data Protection Act 1998. Any personal or confidential information held by the IIM about a member, applicant or partner is fully accessible to that person or body for review or editing, by contacting the Secretariat.

Consultation and Feedback
Consultation is an important part of meeting our objectives. The IIM conducts regular surveys of the needs and perceptions of its customers, using the feedback to enhance its service. Provision for giving feedback is also included in our website