ILM is committed to ensuring that its key performance outcomes, as detailed below in this statement, are measured and achieved.  This is reflected in internal and external auditing of all ILMs systems and procedures.  Where there is the possibility of key performance outcomes not being met the appropriate investigations are actioned.

Communicating with our Customers

ILM aims to:

• answer telephone calls within four rings during normal working hours
• respond to correspondence within 10 working days of receipt
• acknowledge any complaints within 2 working days and attempt to resolve them within 10 working days (though this may take longer for complex investigations)
• handle all enquiries courteously and provide useful and reliable information

Processing Orders and Requests

ILM aims to:

• process centre approval applications within 30 working days of receipt at ILM offices and assign an External Verifier to all approved centres within 30 working days of the approval being confirmed
• provide confirmation to centres of any candidate registrations received within 10 working days of receipt
• issue certificates within 15 working days of the verified results being received at the ILM Office
• issue results for multiple choice papers within 25 working days of the examination taking place
• process appeals against results unresolved by a centres own internal procedures within 40 working days
• despatch direct orders for resource and printed materials within 5 working days of receipt (subject to availability)
• provide question papers at least 10 working days before the examination, for entries received on time
• post back to centres the external assessment results for regulated qualifications within 30 working days of receipt of the scripts by the External Assessor – provided that the centre has submitted at the time stated on their registration form
• acknowledge membership applications within 5 working days, and process membership applications within 30 working days

Keeping Users Informed

ILM aims to:

• annually review and publish all its current fee information, and provide regular updates about any changes and developments to ILM products
• publish guidance on gaining centre approval and all other aspects relating to becoming an ILM centre
• ensure that all information ILM sends to you is accurate and up-to-date
• promote practices and procedures, both within ILMs approved centres and within ILM itself, that ensure equality of access to education, training, assessment and employment
• publish its bi-lingual policy

Keeping ILM Informed

If you have any comments or complaints about ILMs service then please tell us, because the information that customers provide is invaluable in helping ILM to improve its service to you.  Please write to the ILM Customer Service Team:

ILM Customer Service Team
Institute of Leadership & Management
Stowe House
Netherstowe
Lichfield
WS13 6TJ

Email: complaintsandcompliments@i-l-m.com