Confer Complaints Policy and Procedure

Confer aims to provide its customers with a high standard of service in all the works it undertakes. We are fully committed to conducting all activities in accordance with the codes of ethics for all the professional groups we serve. Confer will comply with all legal and ethical responsibilities to be non-discriminatory in promotional activities, program content and in the treatment of program participants.

The monitoring and assessment of compliance with these standards will be the responsibility of the Events Review Board.

While Confer goes to great lengths to assure fair treatment for all participants and attempts to anticipate problems, we recognise that there may be occasions when you are unhappy about an aspect of our service and we ask that you tell us about it. This will help us to ensure that we meet the highest standards and enable us to identify any areas we need to intervene and/or take action to improve.

This procedural description serves as a guideline for handling complaints.

Making your complaint known

If you are dissatisfied with the service you have been given, please contact the service you have been dealing with at Confer. They will deal with your enquiry promptly and do their best to put things right.
If you remain dissatisfied, please put your comments in writing and submit them using the form below, or you can contact one of the following staff members depending on the nature of your complaint:

  • For complaints about Speakers or Event Content please contact the Event Programme Manager c/o Alice Waterfall
    Email: alicewaterfall@confer.uk.com
    Phone: +44 (0) 207 5357595
  • For complaints about Talks on Demand, modules or CPD Credits please contact the Logistics and Video Production Manager c/o Josh Daniel
    Email: joshdaniel@confer.uk.com
    Phone: +44 (0) 207 5357595
  • For complaints about the event facilities (live events) please contact the Event Manager c/o Lucy Sam
    Email:lucysam@confer.uk.com
    Phone: +44 (0) 207 5357595
  • For all other complaints please contact the Managing Director c/o Richard Atienza-Hawkes
    Email: richard@confer.uk.com
    Phone: +44 (0) 207 5357595
    Mobile: +44 7485 188390

Responding to Complaints

After the complaint is received, Confer will take the following steps:

  1. We will send you a letter or email to acknowledge your complaint and asking you to confirm or expand on the details set out. We will also let you know the name of the person dealing with your complaint. You can expect to receive our letter within 72 hours of us receiving your complaint.
  2. We will then start to investigate your complaint. We will endeavour to complete the investigation within a calendar month. However, depending on the nature and complexity of the complaint we may take longer, in which case we will let you know the revised date.
  3. Following our investigation, we will send a detailed response to your complaint. This will include our suggestions for resolving the matter. This will happen within five working days of us completing the investigation.
  4. If the complaint concerns a speaker, the content presented by the speaker, or the style of presentation, the individual filing the complaint will be asked to put their comments in writing and submit them using the form below. The Event Programme Manager will then pass on the comments to the speaker, assuring the confidentiality of the complainant. In addition, the Event Programme Manager may take any of the actions described in “Complaints about course content” below.
  5. If the complaint concerns a course offering, its content, or its level of presentation, the Event Programme Manager will mediate and be the final arbitrator. If the participant requests action, the Event Programme Manager may:
    1. ask the participant to provide additional information on their concern, so that it may be clearly defined; or
    2. amend course/event materials; or
    3. move the participant to a different course/event; or
    4. provide credit for another course/event; or
    5. provide a partial or full refund of the course/event fee.
  6. If the complaint concerns video quality and production, access, Confer’s CPD credits and CPD approval, the Logistics and Video Production Manager will mediate in conjunction with the CPD Programme Administrator and be the final arbitrator. The Logistics and Video Production Manager may:
    1. ask the participant to provide additional information on their concern, so that it may be clearly defined; or
    2. amend course/event materials; or
    3. move the participant to a different course/event; or
    4. provide credit for another course/event; or
    5. provide a partial or full refund of the course/event fee.
  7. If the complaint concerns the facilities in which a live course or event was offered, the Event Manager (or, if the event has a designated Event Chairperson, the Event Chairperson) will mediate and will be the final arbitrator. If the participant requests action, the Event Manager (or Event Chairperson) may:
    1. attempt to move the participant to another course/event; or
    2. provide a credit for a subsequent course/event; or
    3. provide a partial or full refund of the course/event fee.
  8. If the complaint concerns Confer Staff, the Managing Director will mediate or ensure a neutral party to arbitrate a resolution.
  9. All complaints will be retained for a period of no less than seven years in accordance with our record retention policy. Complaints and grievances are reviewed as a group on at least an annual basis to identify possible patterns or systemic concerns.

When making a complaint please tell us:

    We undertake to acknowledge receipt within 72 hours and to do our upmost to resolve the matter within 28 days.