The BCI is a not for profit organization registered in the United Kingdom and is owned by its members. A board of directors is elected by Voting Members each year and is complemented by a number of non-executive directors.

The board is supported by a number of committees which are listed below.

Finance, Audit and Risk committee:

• Alice Kaltenmark (Chair)
• Willem Hoekstra
• Vimala Jayaraman

The organizations Articles of Association and Bylaws are available on the links below

Articles of Association BCI Bylaws August 2024 Rules of debate BCI Groups Terms of Reference

The BCI Code of Professional Conduct

The BCI is committed to the highest standards of professional conduct and ethics for all business continuity professionals. All individual BCI Members (irrespective of their grade) commit to the BCI Code of Professional Conduct which sets out the standards of conduct expected by those working in the profession. An assessor or a professional conduct committee may hear cases of an alleged breach of the code in line with the procedural rules. This allows the BCI to build public trust and assurance in the business continuity profession. Please read the procedural rules first if you are considering raising a professional conduct issue.

BCI Code of Professional Conduct Code of Conduct Complaint form Procedural rules for dealing with a complaint under the BCI Code of Conduct

If you submit a complaint about the conduct of a BCI member then your personal details and the details of the complaint may be passed to other BCI members for investigation and any subsequent case hearings. If you require more details of this or have concerns, then you should contact the BCI ahead of submission of your complaint.

Complaints

The BCI is committed to providing the highest levels of service to all of our customers. The BCI values all positive and negative feedback and complaints as an opportunity to improve and further develop its products and services to meet the needs of its customers and the business continuity profession.

The BCI will strive to treat all feedback and complaints fairly and reasonably and act responsibly, equitably and effectively in its responses and resolutions.
Feedback and informal complaints will generally be dealt with at the time of receipt or by return through the appropriate member of staff at the BCI. Our objective is to satisfy as many customers as possible at first contact.

Where this is not possible customers will be asked to submit details of the feedback or complaint in writing and register a formal complaint using the process below. A full record will be kept of all formal complaints.

What is a complaint?

We regard a complaint as an expression of dissatisfaction about any policy, action or lack of action, taken by the BCI or about the standard of service provided by the BCI.

What can I complain about?

You can complain about things like:

• the quality and standard of any service we provide
• failure to provide a service
• unfair treatment or inappropriate behaviour by a staff member.
• the failure of the BCI to follow an appropriate administrative process
• dissatisfaction with BCI policies

Your complaint may involve more than one aspect of the above, more than one department, or be about someone working on our behalf.

What can’t I complain about under this process?

There are some things we can’t deal with through our complaint handling procedure.  These include:

• the conduct of a BCI Member (please see BCI Code of Conduct above)
• an issue that is currently being, or has been, dealt with under the ‘procedural rules for dealing with complaints relating to the BCI Code of Conduct’
• a commercial decision made by the BCI such as the award of a contract or sponsorship agreement
• an appeal about a decision on an exam result, assessment, or admission (please see this guidance)
• an attempt to have a complaint reconsidered where we have already given our final decision following an investigation. 
• a commercial relationship that is governed by a contract such as with a training partner or other supplier. 

We will not normally treat information received through routine feedback mechanisms – such as responses to questionnaires – as complaints.  

Any formal complaint about the BCI should, in the first instance, be raised with the Executive Director, unless it is a complaint about the personal behaviour of Executive Director or a Non-Executive Director, in which case it should be raised with the Vice Chair of the Institute.

The complaint should be sent using the form below to [email protected], supported by documentation and substantiated where possible by another person or persons. If no written particulars are received from the complainant, then the complaint shall not be pursued.

Complaints form

AGM Minutes and Annual Reports

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Equality Diversity and Inclusion (EDI)

Equality ensures everyone has equal opportunities and is free from discrimination. Diversity acknowledges and values the differences in people’s backgrounds, beliefs, and abilities. Inclusion means that everyone is included, visible, heard and considered.