Feedback and complaints policy

Published: 21 July 2022

At IPSA we aim to get it right first time, and when we make mistakes we want to learn from them.

We have now launched our new feedback and complaints policy which explains how to give us feedback, how we will handle it and what you can expect from us.

When we receive feedback, we will:

  • listen, to make sure we fully understand your feedback or complaint

  • respond to your feedback promptly, investigate what happened, and explain what we find

  • be open with you, apologise if we’ve made a mistake and put it right

  • use your feedback to improve and prevent future problems

As you know, the quickest way to give us feedback or tell us about a problem is to contact your account manager or payroll officer – these are the people best placed to investigate and resolve any issues immediately.

Alternatively, please email us at to tell us what happened, when, and what you’d like us to do to put it right.

Find out more about our Feedback and complaints policy.