IAPPR Member Companies and their staff must:
- Behave with integrity and sensitivity when dealing with members of the public.
- Ensure charges and fee structures are clear to the client or consumer from the outset.
- 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.
- 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.
- 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.
- Present all reports in a clear and concise manner.
- Identify and report any other members who breach this Code.
- Staff of member companies must not use any information for personal gain. Where there is a conflict of interest, they must disclose this.
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.