A member must report any reasonably held belief that another member has potentially or actually breached the Guide. The Institute’s complaints handling procedure is available on the CILA website.

The Institute may request from any member or member’s firm such reasonable information, explanation, documents and records as are required to enable it to investigate a complaint. Once a member is aware that they are the subject of a complaint to the CILA they must promptly inform their firm and consent to the provision of reasonably requested data / documentation.

Members must cooperate with the Institute and its appointed representatives in their investigation of a complaint. This includes but is not limited to acting in a transparent and collaborative manner.

The Institute will approach any investigation and its conclusions with objectivity and fairness and will share its conclusions with its member in the first instance. The Institute will also communicate the outcome to the complainant as appropriate.