Our Mission
We believe that good leadership and management holds the key to organisational effectiveness and social and economic prosperity
Our Customer Promise
ILM is committed to delivering the best customer service. This charter lays out the level of service you can expect from us and the targets we’ve set to ensure that we meet your customer service needs. If we don’t get something right first time we’d like to hear from you, so that we can keep improving the service we provide
We put customers first. So we always listen carefully and respond positively
- We answer your telephone calls courteously, promptly and professionally
- We aim to completely resolve your enquiry for you, the first time you call. If we don’t have an immediate answer we find out for you, and let you know when you’ll hear back from us
- We respond to your emails within 2 working days, and answer letters within 5 working days
- If you have a complaint we aim to resolve it for you within 10 working days, or keep you fully informed if it takes longer
We understand the importance of your orders and requests. So we make sure we deliver the right solutions at the right time.
- We provide a decision on centre or qualification approval within 20 working days of receiving the application
- We process and confirm all candidate registrations within 10 working days of receiving them
- We send you your external assessment results within 25 working days of the External Assessor receiving the scripts (if you sent them on the date you put on your registration form)
- We issue certificates within 10 working days of receiving the verified results
- We process appeals against results that your own internal procedures cannot resolve, within 40 working days
- We resolve Walled Garden and ILM website issues within 2 working days – if it will take longer, we let you know
- We send out resources and materials within 5 working days of receiving the order
- We will ask you for feedback on our customer service
- We process and action external verification reports for UK centres within 10 working days of the visit or activity (reports for international centres do take longer)
- We process membership applications within 5 working days, and Fellowship applications within 6 weeks
- We confirm event bookings within 2 working days of receiving them, and send out joining instructions at least 10 working days before the event
- We pay your invoices and claim forms in line with the terms and timescales you agreed with the Finance Team
- We review and publish our fee information annually
- We set out our quality assurance arrangements in the ILM centre manual
PDF download of the Customer Charter
For Customer Charters for other companies in the City & Guilds group including NPTC and HAB visit:
http://www.cityandguilds.com/
If you have any queries please contact ILM’s Customer Service Team on +44 (0) 1543 266867 or customer@i-l-m.com
Last updated: February 2010