Institute of Regulation Complaints process

Created May 2026

How to Make a Complaint

We want all members to be treated fairly and respectfully. If something goes wrong, we encourage you to tell us so we can put it right. 

What Can I Complain About?

You can raise a complaint if you’re unhappy with: 

  • How the Institute operates or makes decisions 

  • How you’ve been treated by staff, volunteers, or officers 

  • How your personal information has been used or handled 

How Do I Make a Complaint?

You can contact using the form below or directly via the following methods: 

Email:info@ioregulation.org
Post: Data Protection Lead, Sinéad Whelan – Chief Operating Officer, c/o Fieldfisher, Riverbank House, 2 Swan Lane, London, EC4R 3TT   

Please include: 

  • Your name and contact details 

  • A brief explanation of the issue 

  • What you’d like to happen (if you know) 

You can ask someone to complain on your behalf if you prefer. 

What Happens Next?

  • We’ll acknowledge your complaint within 5 working days

  • We’ll look into the issue fairly and objectively 

  • We aim to give you a full response within 30 working days

Where possible, we’ll try to resolve things quickly and informally. 

Complaints About Personal Data

If your complaint is about how we use or protect your personal data: 

  • We will prioritise it 

  • We will review it in line with UK data protection law 

  • We will take corrective action if needed 

We aim to resolve concerns directly and promptly. 

If You’re Not Satisfied

If you’re unhappy with our response, you can ask whether the matter can be reviewed further. 

If your complaint relates to personal data, you also have the right to contact the UK data protection regulator: 

The Information Commission: www.ico.org.uk

We encourage you to contact us first so we can try to resolve the issue. 

Our Promise to Members

  • We treat complaints confidentially 

  • You will not be disadvantaged for raising a concern 

  • We use feedback to improve how we operate 

For further information, please refer to our policies in our Governance section.