Appeals and Complaints Policy

Legal Notice

© 2026 Institute of Administrative Management. All rights reserved. This Policy is approved by the Board of Directors of the Institute of Administrative Management under the Board’s general power to manage the business of the Company under Article 28(1) of the Articles of Association. It may be cited, quoted, and reproduced in whole or in part for non-commercial professional, educational, and research purposes, provided that the Institute is clearly acknowledged as the source and the document reference (IAM-APP-2026-001) is given. Reproduction or distribution for commercial purposes, or any modification of the text, requires the prior written permission of the Institute.

This Policy sets out the framework and procedures through which complaints are made to and handled by the Institute of Administrative Management, through which concerns are raised and whistleblowers are supported, and through which decisions of the Institute may be appealed or reviewed. It does not constitute legal, financial, or professional advice. The Institute, its officers, employees, and agents accept no liability for any loss, damage, or claim arising from the use of or reliance upon the content of this Policy. Where matters of employment law, data protection, whistleblower protection, or other regulation arise in the application of this document, members, applicants, and complainants are advised to seek independent legal or professional counsel.

This Policy is principle-based and jurisdiction-neutral. Where it refers to legal, regulatory, or compliance obligations, including whistleblower-protection legislation, it does so in general terms. Members and complainants are responsible for identifying the specific laws, regulations, and protections that apply in their own jurisdiction. Specific legislation, statutory instruments, and regulatory commencement dates are deliberately not cited in this Policy; current legal information is provided through the Institute’s separate guidance notes, which are updated more frequently than this Policy.

Consultation notice. This document is an Exposure Draft published for consultation. It is complete and approved for consultation by the IAM Professional Standards Committee, but it has not yet been approved by the Board of Directors, is not yet in effect, and may change before the First Edition is confirmed. Comments are invited by 16 October 2026 (17:00 UK time) through the online response form at www.instam.org/standards/respond, or by email to enquiry@instam.org with the subject line “IAM-APP-2026-001 Exposure Draft response”. The First Edition is due to be published on 30 November 2026 and to take effect on 1 January 2027.

Comment is welcome on any part of the Policy. The Committee particularly invites views on: the time limits and timescales throughout; the scope of administrative review of admission decisions in Section 8; the protections for those who raise concerns in Section 5; and the application of the Policy to Programme, Centre, malpractice, and adjustment matters in Section 11.

Accessibility: The Institute is committed to publishing this Policy accessibly. The electronic edition is prepared to meet internationally recognised digital accessibility standards, and the document is available in alternative formats on request to enquiry@instam.org.

Language: This Policy is made in English. The English text is the authoritative text. Where the Institute issues a translation, it is provided for convenience only and the English text prevails in the event of any difference of meaning.

Recommended citation: Institute of Administrative Management (2026), IAM Appeals and Complaints Policy, Edition 1.0, IAM-APP-2026-001, available at www.instam.org.

Document Control

Edition History

Section 1: Purpose, Authority, and Scope

1.1 This Appeals and Complaints Policy (“this Policy”) is approved by the Board of Directors of the Institute of Administrative Management (“the Institute” or “the IAM”) under the Board’s general power to manage the business of the Company under Article 28(1) of the Articles of Association. It gives effect to Sections 4.8 and 6 of the IAM Code of Ethics (IAM-COE-2026-001), to Regulations 8.10 and 9 of the IAM Membership Regulation (IAM-MEM-REG-2026-001), and to Regulation 12.6 of the IAM CPD Regulation (IAM-CPD-REG-2026-001). It also provides the review of admission and upgrade decisions to which Regulation 3.6 of the Membership Regulation refers (Section 8).

1.2 This Policy is subordinate to the Articles of Association, the IAM Membership Regulation, and the IAM CPD Regulation. In the event of any conflict between this Policy and any of those instruments, the instrument shall prevail. Nothing in this Policy limits, varies, or replaces the complaints, disciplinary, and appeals procedures in Regulation 9 of the IAM Membership Regulation; where this Policy summarises those procedures, it does so for guidance, and the Regulation governs.

1.3 This Policy provides three principal routes. Complaints about the conduct of a member are made to conduct@instam.org and are handled under Regulation 9 of the IAM Membership Regulation, as described in Section 3 of this Policy. Complaints about the quality of the Institute’s own service, as distinct from member conduct, are made to enquiry@instam.org and are handled under the two-stage procedure in Section 4. Appeals against disciplinary and CPD sanctions are made to appeals@instam.org and are handled under Sections 6 and 7. In addition, Section 5 sets out how concerns, including whistleblowing disclosures, are raised and how those who raise them are protected and supported, and Section 8 provides a narrow administrative review of admission and assessment decisions. Section 11 sets out how this Policy applies to matters arising from the IAM Certified Programmes, IAM Recognised Training Centres, malpractice, and reasonable adjustments.

1.4 Any person, whether or not a member of the Institute, may make a complaint about member conduct or about the Institute’s service quality. An appeal may be brought only by the member who is the subject of the decision appealed. No fee is charged for making a complaint, raising a concern, bringing an appeal, or requesting an administrative review under this Policy.

1.5 This Policy is principle-based and jurisdiction-neutral. It applies to members and complainants wherever they are located, and references to law and regulation are made in general terms in accordance with the Legal Notice.

1.6 Defined terms used in this Policy have the meanings given to them in the IAM Membership Regulation and, in relation to CPD matters, the IAM CPD Regulation.

Section 2: Principles of Fair Handling

2.1 The Institute is committed to handling complaints fairly, transparently, and in a timely manner, with full procedural protections. Every route under this Policy is governed by the standards set out in Regulation 9.1 of the IAM Membership Regulation: complaints shall be acknowledged within five working days of receipt; the complainant shall be informed of the anticipated timeframe for investigation; the member who is the subject of a complaint shall be notified and given a reasonable opportunity to respond; investigations shall be conducted impartially by persons who have had no prior involvement in the matter; decisions shall be communicated in writing with clear reasons; and appeal rights shall be clearly explained at the point of decision.

2.2 In addition to those standards, the Institute applies the following principles to every matter handled under this Policy: proportionality, so that the depth of investigation and the measures taken reflect the seriousness of the matter; confidentiality, so that information is shared only with those who need it to handle the matter fairly; independence at every decision point, so that no person investigates, decides, reviews, or hears an appeal in a matter in which they have had prior involvement or hold a conflict of interest; and accessibility, so that reasonable adjustments are made to the procedures in this Policy for any person with a disability, consistent with Regulation 3.7 of the IAM Membership Regulation.

2.3 Nothing in this Policy prevents any matter from being resolved informally by agreement at any stage, where informal resolution is appropriate to the seriousness of the matter and acceptable to those concerned. Informal resolution is not appropriate for allegations which, if substantiated, would be likely to result in serious sanctions.

Section 3: Complaints About Member Conduct

3.1 Complaints about the conduct of a Professional Member, Affiliate, Student Member, Retired member, or Honorary Fellow shall be submitted in writing to conduct@instam.org, in accordance with Regulation 9.2 of the IAM Membership Regulation. Concerns about the conduct of a Subscriber may be reported to the same address; Subscribers are not subject to the disciplinary procedure applicable to members, and the Institute may instead terminate Subscriber registration in accordance with the applicable terms of service, consistent with Section 6.4 of the IAM Code of Ethics.

3.2 A complaint should identify the member concerned, describe the conduct complained of and when it occurred, explain why the complainant considers the conduct to breach the IAM Code of Ethics or the IAM Membership Regulation, and enclose any supporting evidence available to the complainant. A complaint may be made anonymously, but the Institute’s ability to investigate fully may be limited where the complainant cannot be contacted.

3.3 An acknowledgement shall be issued within five working days of receipt. A substantive response, or an update on investigation progress, shall be provided to the complainant and to the member within 30 calendar days of acknowledgement, and at intervals of not more than 30 calendar days thereafter until the matter is concluded.

3.4 A Complaints Officer shall investigate the matter in accordance with Regulation 9.3 of the IAM Membership Regulation. The member shall have 14 calendar days to respond in writing to the substance of the complaint. Investigations shall normally be completed within 90 calendar days; where an investigation cannot reasonably be completed within 90 days, the complainant and the member shall be informed of the reason and the revised timescale.

3.5 All members who give evidence in investigations or disciplinary proceedings, whether as complainants, witnesses, or as members invited to provide professional context, are bound by the same duty to cooperate truthfully and in good faith. Refusing without reasonable cause to cooperate with a properly constituted investigation may itself constitute professional misconduct.

3.6 In the circumstances set out in Regulation 9.4 of the IAM Membership Regulation, the Board may impose an interim suspension of rights pending the outcome of an investigation. Interim suspension is a protective measure, not a finding of misconduct, and shall not be recorded as a sanction. The member shall be given written notice and the opportunity to make representations in accordance with that Regulation.

3.7 Where an investigation proceeds to disciplinary consideration, an independent Disciplinary Panel of not fewer than three persons, separate from the investigation, shall determine the case; it includes a Fellow or Senior Fellow in Good Standing and a member independent of the Institute’s Board, officers, and staff. The member receives the evidence relied on not less than 14 calendar days before any hearing, has the right to be accompanied at any hearing by a colleague, friend, family member, or legal representative, and receives a written decision with reasons; findings of fact are made on the balance of probabilities, in accordance with Regulation 9.5 of the IAM Membership Regulation. The sanctions available to the Disciplinary Panel are those set out in Regulation 9.6 of that Regulation. Where expulsion is recommended, the procedural protections in Regulation 9.7, including not less than 21 calendar days’ written notice of the Board meeting and the right to make written or oral representations, apply.

3.8 Where the member concerned is an Honorary Fellow, the procedure for rescission of Honorary Fellow status under Regulation 4.9 of the IAM Membership Regulation applies in place of the disciplinary procedure applicable to assessed members, and the reconsideration route described in Section 6.7 of this Policy applies in place of an appeal.

3.9 Resignation, lapse, or termination of membership does not extinguish the Institute’s ability to investigate and determine a complaint concerning conduct that occurred while the individual was bound by the IAM Code of Ethics, in accordance with Regulation 9.14 of the IAM Membership Regulation and Section 6.9 of the Code.

3.10 The outcome communicated at the conclusion of a conduct complaint shall state the decision and its reasons and, where a sanction is imposed, shall explain the member’s appeal rights under Section 6 of this Policy. The complainant shall be informed of the outcome in terms consistent with the confidentiality provisions of Section 10.

Section 4: Complaints About Institute Service Quality

4.1 Complaints about the quality of the Institute’s own service, as distinct from complaints about member conduct, shall be directed to enquiry@instam.org in accordance with Regulation 9.11 of the IAM Membership Regulation. Service-quality complaints include complaints about the administration of membership, applications, and renewals; the timeliness of the Institute’s handling of any matter; the IAM Membership Platform and other Institute systems; Institute events, communications, and publications; and the conduct of Institute staff. A disagreement with the outcome of an assessment, disciplinary, or CPD decision is not a service-quality complaint; the routes for challenging outcomes are those in Sections 6, 7, and 8 of this Policy.

4.2 Stage 1: resolution. A service-quality complaint shall be acknowledged within five working days of receipt, and a substantive response shall be provided within 20 working days, in accordance with Regulation 9.11 of the IAM Membership Regulation. The Stage 1 response shall explain what happened, what will be done to put matters right where the complaint is upheld in whole or in part, and how to escalate to Stage 2 where the complainant remains dissatisfied.

4.3 Stage 2: review. A complainant who remains dissatisfied may request escalation to Stage 2 within 20 working days of the Stage 1 response, stating why the Stage 1 response is considered unsatisfactory. The Stage 2 review shall be conducted by a senior officer of the Institute, or a delegate of the Board, who had no involvement in the matter complained of or in the Stage 1 response. A Stage 2 response shall be provided within a further 20 working days and concludes the Institute’s internal service-complaint procedure.

4.4 Where a service-quality complaint is upheld in whole or in part, the remedies available include an explanation, an apology, correction of the error, and improvement of the relevant service. Refunds of fees are available only where provided for by Regulation 5 of the IAM Membership Regulation or by the applicable terms of a service or event.

4.5 Matters with their own dedicated routes are not handled under this Section: data protection enquiries, access requests, and erasure requests are directed to dpo@instam.org and handled under Regulation 10 of the IAM Membership Regulation, and fee, lapse, and termination matters are governed by Regulation 5 of that Regulation.

Section 5: Raising Concerns and Whistleblowing

5.1 Members who become aware of conduct that may breach the IAM Code of Ethics, or of unlawful, unethical, or unsafe activity in the course of their professional practice, have a duty to raise the concern, in accordance with Section 4.1 of the Code and Regulation 8.9 of the IAM Membership Regulation. The duty is positive: silence in the face of serious wrongdoing is itself a breach of the Principles of Integrity and Accountability. This Section provides the further guidance on raising concerns, and on the support available to whistleblowers, referred to in Section 4.8 of the Code and Regulation 8.10 of that Regulation.

5.2 Concerns may be raised through the internal channels of the member’s own organisation, through the Institute at conduct@instam.org, through the relevant regulatory or statutory authority in the practitioner’s jurisdiction, or, where appropriate and proportionate, through other lawful disclosure routes recognised by the applicable whistleblower-protection legislation. Concerns may relate to, but are not limited to, breaches of the Code of Ethics, fraud, financial irregularity, bribery, health and safety risks, safeguarding concerns, environmental damage, or a cover-up of any of the foregoing.

5.3 Concerns raised with the Institute shall be acknowledged within five working days, and a substantive response, or an update on investigation progress, shall be provided within the timeframes set out in Section 3.3 of this Policy. Where a concern discloses possible misconduct by a member, it shall be handled as a conduct complaint under Section 3; where it discloses a failing in the Institute’s own service, it shall be handled under Section 4.

5.4 Concerns may be raised anonymously, but the Institute’s ability to investigate fully may be limited where the source cannot be contacted. Members are encouraged instead to provide their identity in confidence. Where identity is provided in confidence, the Institute shall not disclose it except where disclosure is necessary for the fair investigation or determination of the matter or is required by law, and, wherever lawful and practicable, shall inform the discloser before any such disclosure is made.

5.5 No member shall be subjected to detriment, disadvantage, or disciplinary action by the Institute for making a disclosure in good faith, regardless of whether the concern proves to be substantiated. Any attempt by a member to subject any person to detriment for making a good-faith disclosure shall itself constitute professional misconduct and should be reported to conduct@instam.org as a conduct complaint under Section 3.

5.6 The support available to a person who raises a concern with the Institute includes: a single named point of contact for the duration of the matter; updates within the timeframes in Section 3.3, where the discloser’s identity is known; confidential handling of the discloser’s identity in accordance with Section 5.4; and signposting to independent sources of advice, including independent whistleblowing advice services and legal counsel in the discloser’s jurisdiction. Raising a concern with the Institute does not prevent, and need not precede or follow, a lawful disclosure to a regulatory or statutory authority, and nothing in this Policy limits any protection available to the discloser under the whistleblower-protection legislation applicable in their jurisdiction.

5.7 Disclosures made vexatiously, in bad faith, or for personal advantage are not protected by this Policy or by the IAM Code of Ethics, and may themselves constitute breaches of the Principles of Integrity and Professional Behaviour.

5.8 Members who give evidence in matters arising from a concern raised under this Section are bound by the duty to cooperate truthfully and in good faith set out in Section 3.5 of this Policy.

Section 6: Appeals: Scope, Grounds, and Procedure

6.1 The following decisions may be appealed under this Policy: a disciplinary decision, including any sanction imposed under Regulation 9.6 of the IAM Membership Regulation, whether the proceedings arose from a conduct complaint or from a referral under Regulation 12.3 of the IAM CPD Regulation; and a CPD sanction, being a formal warning with conditions imposed under Regulation 12.2 of the IAM CPD Regulation or any subsequent sanction. A Stage 1 notice of CPD non-compliance under Regulation 12.1 of the CPD Regulation is not a sanction and is not appealable. The decisions listed in Section 11 may also be appealed under this Policy, on the grounds and by the procedure Section 11 provides. An interim suspension under Regulation 9.4 of the Membership Regulation, and a medical-incapacity suspension under Regulation 9.13, are not appealable under this Section; the member’s right to make representations under those Regulations applies instead.

6.2 The grounds for appeal are those set out in Regulation 9.9 of the IAM Membership Regulation: new evidence; error in the decision; procedural irregularity or flaw; unreasonable decision; or disproportionate sanction.

6.3 An appeal shall be made in writing to appeals@instam.org within 30 calendar days of the member’s written notification of the decision appealed.

6.4 A notice of appeal shall identify the decision appealed, state the ground or grounds relied on, set out the facts and arguments supporting each ground, enclose any supporting evidence, and state the outcome sought. Where the ground of new evidence is relied on, the notice shall identify the evidence and explain why it was not, and could not reasonably have been, available at the time of the original decision.

6.5 An appeal shall be acknowledged within five working days of receipt, and the member shall be informed of the anticipated timetable for its determination.

6.6 Lodging an appeal does not of itself suspend the operation of the sanction appealed. The member may apply, in the notice of appeal or subsequently, for suspension of the sanction pending determination, and the Appeals Panel may grant such a suspension where it considers it just to do so. Where a sanction would result in an entry on, or removal from, a public register or directory, the Institute shall, where practicable, hold that publication in abeyance until the appeal is determined.

6.7 An Honorary Fellow whose status has been rescinded under Regulation 4.9 of the IAM Membership Regulation does not appeal under this Section; instead, the Honorary Fellow may petition the Board for reconsideration under Regulation 4.10 of that Regulation, on the same grounds as are available on an appeal under Section 6.2 of this Policy.

6.8 An appeal is distinct from a submission of mitigating circumstances in CPD matters. At any stage of the CPD non-compliance procedure, a member may submit evidence of mitigating circumstances that justify a waiver or extension under Regulations 10 and 12.5 of the IAM CPD Regulation, and the Institute shall consider such submissions sympathetically. A member may pursue both routes.

6.9 An appeal received after the 30-day period in Section 6.3 shall be accepted for determination only where the Appeals Panel is satisfied that exceptional circumstances prevented the appeal from being made in time and that it is just to extend time.

Section 7: The Appeals Panel

7.1 An independent Appeals Panel shall review each appeal, in accordance with Regulation 9.10 of the IAM Membership Regulation. The Panel shall comprise not fewer than three persons who had no involvement in the original decision, the investigation that preceded it, or any earlier stage of the matter, and who hold no conflict of interest. One member of the Panel shall be designated as Chair, and the Panel may include a person external to the Institute where the Board or its delegate considers this appropriate to the seriousness or complexity of the matter.

7.2 Appeals shall normally be determined on the papers, on the basis of the notice of appeal, the record of the original decision, and any response the Institute or the original decision-maker is invited to provide. The Panel may hold an oral hearing where it considers one necessary for the fair determination of the appeal, or where the member requests one and the Panel agrees. At any oral hearing, the member has the right to be accompanied by a colleague, friend, family member, or legal representative, consistent with Regulation 9.5 of the IAM Membership Regulation.

7.3 The Panel shall determine an appeal, and its decision shall be communicated to the member in writing with clear reasons, normally within 60 calendar days of the acknowledgement of the appeal. Where the appeal cannot reasonably be determined within that period, the member shall be informed of the reason and the revised timescale.

7.4 On determining an appeal, the Panel may: dismiss the appeal and confirm the original decision; allow the appeal and quash the decision or the sanction; substitute or vary the sanction, provided that the Panel shall not impose a sanction more severe than the sanction appealed; or remit the matter for re-investigation or fresh determination where a procedural irregularity or flaw is found, with directions as to the procedure to be followed.

7.5 The decision of the Appeals Panel is final and concludes the Institute’s internal procedures in respect of the matter, in accordance with Regulation 9.10 of the IAM Membership Regulation. Where the Panel quashes or varies a sanction, the Institute shall promptly correct the member’s record, the IAM Member Directory, and any register or verification facility affected.

7.6 No fee is charged for bringing an appeal, and each party bears its own costs.

Section 8: Administrative Review of Admission and Assessment Decisions

8.1 Where an applicant is refused admission, Regulation 3.6 of the IAM Membership Regulation entitles the applicant to request a written statement of the grounds for refusal, to request a review of the decision under this Policy, and to submit a fresh application after a period of not less than six months. This Section sets out that review. It is a narrow administrative review; it does not alter the other rights in Regulation 3.6, and it does not limit the Board’s discretion under Regulation 3.1 of that Regulation.

8.2 An applicant refused admission to a grade, a member whose application for a higher grade under Regulation 3.9 of the Membership Regulation is unsuccessful, or an applicant refused under the IAM Recognition of Prior Learning Policy (IAM-RPL-2026-001), may request an administrative review of the decision on one ground only: that a material procedural error occurred in the handling of the application, being a failure to follow the published admission criteria, assessment process, or decision timeframes of the IAM Membership Regulation, or a failure to apply the principles of fair handling in Section 2 of this Policy, which could have affected the outcome. Administrative review is not a re-assessment of the application on its merits, and the professional judgement of the Institute’s assessors is not reviewable under this Section.

8.3 A request for administrative review shall be made in writing to membership@instam.org within 30 calendar days of the applicant’s written notification of the decision, and shall identify the procedural error alleged and explain how it could have affected the outcome.

8.4 The review shall be conducted by a person who had no involvement in the original decision. The outcome shall be communicated in writing with clear reasons within 20 working days of receipt of the request, and shall either confirm the original decision or set it aside and remit the application for fresh determination by persons not involved in the original decision.

8.5 The outcome of an administrative review concludes the Institute’s internal procedures in respect of the decision reviewed. Requesting an administrative review does not affect, suspend, or extend the applicant’s rights under Regulation 3.6 of the IAM Membership Regulation.

Section 9: Unreasonable and Vexatious Complaints

9.1 The Institute expects to handle the overwhelming majority of complaints without restriction of any kind. A complaint or a complainant’s conduct may, however, be treated as unreasonable or vexatious where, for example, the complaint is pursued in bad faith or for personal advantage; the same matter is repeatedly resubmitted without new evidence after it has been concluded under this Policy; the volume, frequency, or manner of correspondence is disproportionate and impedes the fair handling of the matter or of other matters; or the complainant is abusive or threatening towards Institute staff, officers, or members.

9.2 Before any restriction is applied, the complainant shall be warned in writing that their conduct is considered unreasonable, told what change is expected, and informed of the restriction that may be applied if the conduct continues. Restrictions shall be proportionate and may include requiring correspondence through a single named point of contact, limiting correspondence to a defined channel or frequency, or declining to correspond further on a matter that has been concluded. A restriction shall be decided by a senior officer of the Institute, notified in writing with reasons, and reviewed at least every six months. No restriction shall prevent a person from raising a genuinely new matter, from raising a concern under Section 5, or from exercising a right of appeal or review under this Policy.

9.3 Where the complainant is a member, complaints made vexatiously, in bad faith, or for personal advantage may themselves constitute breaches of the Principles of Integrity and Professional Behaviour under the IAM Code of Ethics and may be handled as conduct matters under Section 3 of this Policy.

Section 10: Confidentiality, Records, and Data Protection

10.1 All matters handled under this Policy shall be handled confidentially. Information shall be shared only with those who need it for the fair handling, investigation, determination, review, or appeal of the matter, and complainants, members, and witnesses shall be informed of the confidential nature of the proceedings. The identity of a person who raises a concern in confidence is protected in accordance with Section 5.4.

10.2 Disciplinary and complaints records are retained in accordance with Regulation 10.2(c) of the IAM Membership Regulation: six years from the date of the final decision, or the duration of membership plus six years, whichever is longer, and indefinitely where a member has been expelled or Honorary Fellow status has been rescinded. Records of appeals and administrative reviews form part of the record of the matter to which they relate and are retained for the same period. Records of service-quality complaints under Section 4 are retained for six years from the conclusion of the complaint.

10.3 The Institute is the data controller for personal data processed under this Policy, and such data shall be processed in accordance with Regulation 10 of the IAM Membership Regulation. Data protection enquiries and access requests shall be directed to dpo@instam.org.

10.4 The Institute does not publish the outcomes of disciplinary proceedings. The Verify a Member facility shows a member’s current status, grade, and Good Standing, including any sanction in effect; the Board may publish an expulsion only where it considers publication necessary to protect the public, and only after any appeal has been determined, in accordance with Regulation 9.15 of the IAM Membership Regulation.

Section 11: Monitoring and Reporting

11.1 The Institute shall maintain records of the volume of complaints, concerns, appeals, and administrative reviews received under this Policy, their outcomes, and the Institute’s performance against the timeframes in this Policy and in Regulation 9 of the IAM Membership Regulation.

11.2 An aggregate, anonymised report shall be provided to the Board at least annually. Lessons learned from matters handled under this Policy shall inform the improvement of the Institute’s services and procedures and the formal review of this Policy under Section 12.

Section 12: Commencement, Supersession, and Review

12.1 This Policy comes into effect on 1 January 2027, the same date as the IAM Professional Standards for Administrative Management (IAM-PS-2026-001), the IAM Code of Ethics (IAM-COE-2026-001), the IAM Membership Regulation (IAM-MEM-REG-2026-001), and the IAM CPD Regulation (IAM-CPD-REG-2026-001).

12.2 This Policy supersedes all previous appeals, complaints, grievance, and whistleblowing policies and procedures of the Institute.

12.3 This Policy is subject to a two-year formal review cycle. The next scheduled review shall conclude by 1 December 2028, aligning the review cycle of this Policy with those of the IAM Professional Standards for Administrative Management (IAM-PS-2026-001), the IAM Code of Ethics (IAM-COE-2026-001), the IAM Membership Regulation (IAM-MEM-REG-2026-001), and the IAM CPD Regulation (IAM-CPD-REG-2026-001). Between formal reviews, minor corrections may be issued as errata. Substantive changes require approval by the Board of Directors.

Schedule A: Official Contact Channels

The following channels, maintained under Regulation 11.12 of the IAM Membership Regulation, are used under this Policy. The Institute may add to or vary these channels from time to time and shall publish the current list on the IAM website.

Section 11: Programme, Centre, Malpractice, and Adjustment Matters

11.1 This Section applies this Policy to four further classes of decision. Except where this Section provides otherwise, an appeal under it is made in writing to appeals@instam.org within 30 calendar days of written notification of the decision, is acknowledged within five working days, is determined by a person or panel that took no part in the decision appealed or the investigation that preceded it, and is decided with reasons normally within 60 calendar days. Sections 6.4, 6.6, 6.9, 7.2, 7.4, 7.5, and 7.6 apply with the necessary changes.

11.2 Certified Programme and Role Mastery assessment. A candidate on an IAM Certified Programme or Role Mastery course may appeal an assessment outcome, an academic integrity finding, or a decision on mitigating circumstances or resubmission, under the appeals procedure in the relevant Programme Specification and the IAM Certified Programmes Handbook (IAM-CPH-2026-001), which align with this Policy. The grounds are those in Section 6.2. Academic judgement — the mark or grade given to work by a marker and confirmed on moderation — is not itself a ground of appeal; a procedural irregularity in how that judgement was reached is. The appeal is determined by the Professional Standards Committee or a panel it designates.

11.3 Malpractice and maladministration. A person or Centre against whom a finding of malpractice or maladministration is made, or on whom a sanction is imposed, under the IAM Malpractice and Maladministration Policy (IAM-MMP-2026-001), may appeal on the grounds that the procedure in that Policy was not followed, that the finding was not supported by the evidence, that material evidence was not considered, or that the sanction was disproportionate. A precautionary measure under that Policy remains in effect during the appeal.

11.4 Reasonable adjustments and special consideration. A person refused a reasonable adjustment or special consideration under the IAM Reasonable Adjustments and Special Considerations Policy (IAM-RASC-2026-001), or who considers that an approved adjustment was not provided, may appeal. Where an approved adjustment was not provided at an assessment, the remedy in Section 10.2 of that Policy applies without the need for an appeal.

11.5 Centre recognition. An organisation may appeal a decision under the IAM Centre Recognition Scheme (IAM-CRS-2026-001) to refuse recognition, to refuse or withdraw a Programme Approval, site, or tutor approval, to impose conditions, to suspend, to withdraw, or to refuse renewal, on the grounds that the Institute did not follow the Scheme, that the decision was not supported by the evidence, or that material evidence was not considered. The appeal is determined by an Appeals Panel constituted under Section 7.1, which shall include at least one person external to the Institute. A suspension imposed to protect learners or the integrity of assessment remains in effect during the appeal.

11.6 Complaints about a Recognised Centre. A learner who wishes to complain about an IAM Recognised Training Centre uses the Centre’s own complaints procedure first. A learner who is not satisfied, or whose complaint concerns a decision of the Institute, may complain to the Institute: a complaint that the Centre has not met the Centre Recognition Scheme or the IAM Learner Protection Policy (IAM-LPP-2026-001) is made to centres@instam.org and handled under the two-stage procedure in Section 4 with the necessary changes; a complaint about the conduct of an individual who is an IAM member is made under Section 3; and a report of suspected malpractice is made to conduct@instam.org under the Malpractice and Maladministration Policy at any time. A complaint against a Centre for failure to refund a tuition fee is recorded against the Centre for the purposes of the Scheme; the Institute assists the learner with the information needed to pursue the claim but does not adjudicate it.

11.7 The protections in Section 5 for a person who raises a concern in good faith, and the provisions of Section 9 on unreasonable and vexatious complaints, apply to every matter under this Section.

Table 1: Contact channels used under this Policy

Schedule B: Related Documents

The following documents give effect to, relate to, or provide the regulatory basis for the provisions of this Policy:

Table 2: Related documents

All related documents are published at www.instam.org.

Issued for consultation by the IAM Professional Standards Committee

Exposure Draft for consultation · Institute of Administrative Management, 11 September 2026 · Proposed to take effect from 1 January 2027

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IAM Appeals and Complaints Policy

IAM-APP-2026-001 • Edition 1.0 • Exposure Draft • 11 September 2026

Non Sibi Sed Toti

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