Conduct and Complaints

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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

The LI is responsible for ensuring that members adhere to the LI Code of Practice (PDF, 224 KB). 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 request a copy of the initial information pack and complaint form by emailing:

Matters the LI can investigate

The LI only has powers to deal with breaches of the organisation’s By-Laws and Regulations by LI members.

It’s important you realise the LI only investigates matters relating to breaches of its rules or regulations. The LI does not resolve the complaint itself – that remains a matter between you and the member concerned. The LI cannot:

  • deal with concerns or complaints about anyone who is not a member of the LI
  • pay compensation or instruct a member to do so
  • determine whether a member or firm has acted negligently (this is 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 download the service-based complaint procedures.

How to make a complaint

To make a complaint you need to contact the LI’s Chief Executive or Honorary Secretary. You can do this by post (address is below) or email:

Landscape Institute
85 Tottenham Court Road
London W1T 4TQ

Guidelines for making a complaint
Code of Practice
Complaint Form
Complaints Journey Map
Whistleblowing Policy
Vexatious Complaints Policy