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Privacy Policy
Making a complaint​​​​


We're sorry you feel the need to make a formal complaint. We take all complaints seriously. By letting us know what you are unhappy about gives us the oppo​rtunity to put matters right for you and improve our service for everybody.


Before you make a complaint

So that we can handle your complaint promptly, before making your complaint you may want to consider the following:


If you have not already done so, call our information line on 020 7811 6400 to see whether the matter can be resolved without you having to make a formal complaint.   

Check whether your complaint falls within any of the areas that is outside IPSA’s complaints procedure. To check, click here​.

​Read IPSA's Complaints Policy.  IPSA Complaints Policy.pdfIPSA Complaints Policy.pdf


What you can expect from us when handling your complaint

A case worker will be assigned who will keep you updated on the progress of your complaint and provide guidance on the procedure and timescales involved throughout the investigation.

A full and efficient investigation by an independent person.

​A comprehensive explanation of the outcome of our investigation and the actions we have taken to resolve the matter for you and ensure we avoid the same happening in the future.

​Information on where to go if you are not satisfied with the outcome of the investigation.

​A commitment to learn from all complaints and work to continuously improve the way we do things so that we can deliver a high standard of service.

How to make a complaint

To make a complaint, please send an email with the subject heading "Formal Complaint" to

Please ensure you provide as much information about your complaint as possible so that we can investigate the matter and get back to you without delay.

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What happens when we receive your complaint

As soon as we receive your complaint we will contact you to confirm that we're looking into the issues you raised and when you can expect to hear back from us. 

At that time, we'll also give you a case reference number to quote, so we can always find your information quickly when you contact us.

Your complaint will be assigned to a case owner who will keep you regularly updated about what is happening. If it looks like our investigation will take more than 10 working days, we'll provide you with an update and an explanation of why there is a delay.

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If you're still not happy

If you’re not happy with our decision you can appeal within 10 working days of our response.

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Get in touch about an existing complaint

When you contact us about an existing complaint please ensure you quote your case refere​n​ce number that was issued to you when you first made your complaint. This will help us to locate your case and put you through to the person who is dealing with your matter without delay. 

If you are unable to find your case reference number, don't worry, we can still deal with your complaint. 

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