As the chartered body for the landscape profession, the LI places a strong emphasis on the integrity, competence and professionalism of its members, and therefore requires them to conduct themselves in accordance with a Code of Practice within their professional and business life.
If you are dissatisfied with the professional conduct of an LI member or with a service provided by the LI, please follow our guidance for making a complaint.
LI members who have an issue with other members either in practice or whilst working with the LI as a volunteer should refer to the guidance available here.
Complaints against LI members
A complaint can be made by anyone who considers a member of the LI to have breached the Code of Practice LI Code of Practice or any other LI code or policy; or if they are dissatisfied with the professional conduct / behaviour of an Institute member.
In the first instance though you should seek to resolve the matter directly with the member concerned or if necessary through their practice complaints process.These guidelines will help you:
- determine if there are grounds for making a complaint
- understand the steps to follow
- explain the process taken to reach a decision
If after having read the guidelines you feel that an LI member has behaved unprofessionally and decide that you do wish to make a complaint please complete the required form and send, along with any supporting evidence to Complaints@Landscapeinstitute.org
We cannot look into any complaint without a completed form and any supporting evidence.
Matters the LI can investigate
The LI can only investigate matters relating to breaches of its own rules, policies or regulations, where:
- A member appears to have shown ‘unprofessional conduct’ and / or displayed behaviour not aligned with behaviour framework and principles of good behaviour
- A member appears to have a demonstrated a lack of professional competence and in doing so breached the Code of Practice.
- The LI becomes aware that a member of has been convicted / charged with a serious criminal offence that could potentially bring LI and its membership into disrepute.
- The LI becomes aware a member has been found to be in breach of another member organisation Code of Conduct / Practice.
Matters the LI cannot investigate
- The LI has no statutory powers and is unable to settle fee disputes, pay compensation or instruct a member to do so. Any loss or damage as a result of the actions of a member of the Institute should be taken forward with the member through negotiation or mediation, or alternatively through arbitration or through the courts.
- Where litigation related to a complaint is underway or proposed. The LI will await the outcome of such litigation before considering the complaint.
- The LI cannot consider an issue which would reasonably be dealt with by another disciplinary process, tribunal or court including anything related to a member’s employment or employer or where the matter is the responsibility of the employer.
- If the complaint relates to a matter that is the responsibility of an employer, then the matter should be raise directly the members employer through their complaints policy and procedures.
- A member’s engagement in a local planning decision.
- An issue which relates to a current planning application or appeal.
- Any matter that took place more than 6 months ago.
- Concerns or complaints about anyone who is not a member of the LI.
- Determine whether a member or firm has acted negligently – that is a matter for the courts to decide.
- Interfere with or become involved in court action against a member or firm.
Complaints against the LI
We continually seek to improve on the standard of our services but recognise there may be occasions when things may go wrong. If you are dissatisfied with a service provided by the LI or wish to submit feedback please read the service-based complaint procedures and in the first instance contact the relevant member of staff to try and resolve the matter.
If your complaint has not been satisfactorily resolved, you may then register a formal complaint via the Chief Executive at leadership@Landscapeinstitute.org outlining your concerns. The complaint should be submitted no later than 2 months after the occurrence. You can also submit a complaint by post to Landscape Institute, 85 Tottenham Court Road, London W1T 4TQ but please note that it will take longer for us to receive the complaint and respond.
Documents
Guidelines for making a complaint
Code of Practice
Complaint Form
Whistleblowing Policy
Vexatious Complaints Policy
Disciplinary Regulations
Service Based Complaint