Legal information
Complaints procedure
Last reviewed: 26 September 2026
Our aim
We want to understand and address a concern fairly, carefully and without unnecessary formality. A complaint will not affect the professional attention given to ongoing work.
The legal entity responsible for this procedure is Information for Management Limited, company number 15114619, registered in England and Wales, with registered office at 23 Windmill Close, Over, Cambridge CB24 5QF.
How to complain
Send the complaint by email to enquiries@ifmuk.ac or by post to Information for Management Limited, 23 Windmill Close, Over, Cambridge CB24 5QF. The registered office is a postal address and not a place to attend in person.
Please include:
- your name and contact details;
- the business or engagement concerned;
- what happened and when;
- the people or documents involved;
- how the issue has affected you; and
- the outcome you would like us to consider.
Do not send original documents unless requested. If the complaint contains sensitive information, ask for a secure submission method.
What happens next
We will record the complaint, acknowledge it and confirm who is handling it.
The reviewer will consider the engagement terms, correspondence, work completed and relevant professional or legal duties. They may ask for further information. Where practical, a person not directly involved in the matter should review it.
We will give a written outcome explaining the conclusion, any action proposed and the available next step. If more time is reasonably needed, we will explain why and provide an updated date rather than leave the complaint unanswered.
Review of the outcome
If you remain dissatisfied, ask for a final internal review and explain which part of the response you believe has not addressed the concern.
External routes
IFM is supervised for anti-money laundering by HM Revenue & Customs, registration number XTML00000195702, and has professional indemnity insurance in place. A client may also have legal rights that this procedure does not remove.
For a complaint about the handling of personal information, contact us first at enquiries@ifmuk.ac. You also have the right to complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint. Information for Management Limited is registered with the ICO.
Confidentiality and records
We use complaint information to investigate, respond, improve the service and meet legal or regulatory duties. We share it only where needed for those purposes or where the law requires disclosure. Retention is governed by the Privacy notice and the relevant engagement or regulatory requirements.
No charge and no retaliation
We do not charge for using this procedure. Raising a concern in good faith will not be used as a reason to treat a client unfairly.
Accessibility
Tell us by email if a reasonable adjustment or another format would help you use this procedure.
Ready for a clearer next step?
Tell us what needs attention and we’ll explain how we can help.