IAPPR Member Companies and their staff must:

  1. Behave with integrity and sensitivity when dealing with members of the public.
  2. Ensure charges and fee structures are clear to the client or consumer from the outset.
  3. Take special care when dealing with potentially vulnerable clients, in particular with regard to their mental capacity and properly assess whether a client has capacity, seeking 3rd party advice and/or referring to any relevant law in each jurisdiction.
  4. Ensure all logos or testimonials used on the company website or within its advertising are genuine and used only with the permission of those concerned.
  5. Ensure all beneficiaries, clients or their representatives and members of the public are always treated fairly, courteously and with respect, regardless of race, gender, colour, creed, age or sexual orientation.
  6. Present all reports in a clear and concise manner.
  7. Identify and report any other members who breach this Code.
  8. Staff of member companies must not use any information for personal gain. Where there is a conflict of interest, they must disclose this.

Process Overview

The following key steps must be followed for all customer complaints received by IAPPR staff:

  • All complaints should be reviewed monthly as part of the SLA/CSAT review meetings.
  • Any complaints where action can be taken to avoid recurrence must be acted upon and raised with the appropriate managers/teams across the organisation.