Our customer service aims
CILIP Customer Service Statement
Emails
All emails to membership@cilip.org.uk will be responded to as quickly as possible. In most cases members will receive a reply within one working day. During particularly busy times (e.g. January to March, when most members are renewing) it may take us two to three days to respond.
Telephone calls
Wherever possible we will answer your call in person. Occasionally you will be put through to our voicemail because the phones are all in use; the team is in a meeting; or you have called outside our office hours of 9am –5pm. Please leave us a message and we will call you back within one working day.
Written correspondence
We will reply to written correspondence within five working days.
Membership applications
It takes around two weeks from receiving your membership form and payment for us to process a membership application and send out a welcome pack.
Membership renewals
At peak times, when we are receiving a very high volume of forms and payments, it can take two to three weeks for us to process a membership renewal. Please don’t contact us to progress your renewal unless it’s urgent. The time it takes to deal with queries such as ‘Has my payment been processed?’ slows the whole process down and could result in further delay.
Receipts
If you would like a receipt for your subscription payment please include a stamped address envelope with your application or renewal form. Receipts are processed once or twice a week so please allow up to seven days to receive it and slightly longer during peak times.
Complaints
If you are unhappy with the service you have received from us please write to:
Head of Corporate Marketing & Membership
CILIP
7 Ridgmount Street
London
WC1E 7AE
Or email membership@cilip.org.uk and mark it for the attention of the Head of Corporate Marketing & Membership
Updated: 21 November 2008