Complaints Policy

The FFLM is committed to providing a good quality service to its members, course attendees, exam candidates and all others in receipt of a service from the FFLM.

We recognise, however, that sometimes mistakes are made or things go wrong and, people may consider they have grounds for complaint. Examination candidates wishing to appeal against an examination should refer to the FFLM examination regulations found here.

The FFLM hopes that most problems and concerns can be sorted out easily, quickly, and with the individual concerned. If possible, we will try to resolve the problem immediately. If this is not possible, for example, if the relevant information is not readily available, then we aim to get back to you within five working days.

If your problem cannot be resolved through this informal process, you can make a formal complaint by writing to the FFLM Registrar at

Please make sure to include the following information:

  • Your name and email address
  • The nature of your complaint
  • What has/has not been done
  • Why you are not satisfied
  • How you would like the matter resolved


The Registrar will investigate the matter and will normally respond within one calendar month. This may not always be possible, for example, if it is necessary to seek further information.

The FFLM undertakes to respond to complaints with care and courtesy. Complainants are also expected to be courteous in their dealings with FFLM staff, officers and other personnel.