Complaints procedure
Tell us when something went wrong.
Anyone can complain: a customer, a party, a Fellow or a member of the public. A complaint never affects how we handle your matter.
How to complain
- Write to contact@theunione.org with "Complaint" in the subject, or use the contact form.
- Say who you are, which service, matter or person the complaint concerns, what happened, and what would put it right.
- Attach anything that helps. Complaints about confidential matters are handled confidentially.
What happens next
| Step | Who | When |
|---|---|---|
| Acknowledgement with a reference | Secretariat | Within 2 working days |
| Investigation by someone not involved | Registrar, or a Council member if the complaint concerns the Registrar | Within 15 working days |
| Written answer with reasons and any remedy | Secretariat | Within 20 working days; we tell you if it will take longer and why |
| Review if you disagree | Independence and Conflicts Committee of the Global Council | Within 30 days of your request |
Complaints about a Fellow
Complaints about a Fellow's conduct go to the Certification Board, which can warn, suspend or remove a designation under the Code of Conduct. The Fellow is told of the complaint and can answer it.
What this procedure cannot do
It does not review the decisions of a tribunal, a mediator or an expert. Challenges to an arbitrator follow the Rules & Procedures v4.0, and recourse against an award follows the law of the seat.
We report on complaints
The number of complaints, their subject and how they were resolved are published each year on the Statistics page, without names.