Complaints, concerns and feedback
Tell us when something has gone wrong
We take concerns about the conduct and services of Association members seriously. This page explains the correct route for a complaint, feedback or an adverse-event report.
This is not an emergency service. If someone is in immediate danger, a crime may be in progress, or urgent medical or safeguarding action is required, contact the appropriate emergency or statutory service in your location.
Choose the right route
You do not need to know which formal category applies before contacting us. The distinctions below simply help you choose the most direct starting point.
Formal route
Make a complaint
Use this when you are dissatisfied with an Association member’s IEMT service, training, conduct or professional behaviour and want the matter considered.
Quality improvement
Give feedback
Use this when you want the Association to know about an issue or suggest an improvement but do not necessarily want a formal complaint process.
Safety monitoring
Report an adverse event
Use the dedicated form for an unexpected harmful or seriously concerning event associated with IEMT.
What you can complain about
- The quality or standard of IEMT therapy, training or another service.
- Failure to provide an agreed service.
- Unfair treatment, abuse of trust or inappropriate behaviour.
- Harassment, boundary concerns or breaches of confidentiality.
- Conduct by an Association member in public or on social media.
- Misleading advertising, marketing claims or qualifications.
- Suspected breaches of Association policies or ethical standards.
- Suspicious or potentially criminal activity connected with a member’s professional role.
Who can complain?
Anyone who receives, requests or is directly affected by an IEMT service delivered by an Association member may contact us. A complaint may also be made on someone’s behalf where appropriate.
Anonymous or confidential concerns may be considered in reasonable circumstances. Withholding your identity or choosing not to participate can limit what can be investigated or what action can fairly be taken.
What to include
Contact us as soon as reasonably possible and provide enough detail for the concern to be understood. Helpful information includes:
- Your name and preferred contact details, unless you are reporting anonymously.
- The member or service concerned.
- What happened, when it happened and who was involved.
- Relevant messages, documents or other supporting information.
- Whether the matter has been reported to the police, a safeguarding authority, an insurer or another professional body.
- Whether you want to make a formal complaint, provide feedback only, or simply alert the Association to a concern.
First point of contact
Carl Jackson, Complaints Officer
Email: IEMTcomplaints@outlook.com
Telephone: 0773 482 0769
What happens after you contact us?
The Complaints Officer will review the information supplied and explain the applicable next steps. The action available will depend on the nature of the concern, the evidence that can be considered, the Association’s remit and the need for a fair process.
Association members practise independently. The Association can consider concerns under its own membership, conduct and disciplinary arrangements, but it does not replace the police, courts, statutory safeguarding bodies, health regulators or other agencies with legal powers.
Related public-assurance information
Voluntary Register | Policies and standards | Practitioner directory | Safeguarding