{"id":34299,"date":"2025-10-16T15:46:53","date_gmt":"2025-10-16T15:46:53","guid":{"rendered":"https:\/\/landscapeinstitute.org\/?page_id=34299"},"modified":"2025-11-26T09:52:39","modified_gmt":"2025-11-26T09:52:39","slug":"conduct-and-complaints","status":"publish","type":"page","link":"https:\/\/landscapeinstitute.org\/conduct-and-complaints\/","title":{"rendered":"Conduct and Complaints"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"34299\" class=\"elementor elementor-34299\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ef886d5 e-flex e-con-boxed e-con e-parent\" data-id=\"ef886d5\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-31023df elementor-widget elementor-widget-text-editor\" data-id=\"31023df\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>As the chartered body for the landscape profession, the Landscape Institute (LI) places a strong emphasis on the integrity, competence and professionalism of its members. Therefore, requires our members to conduct themselves in accordance with a Code of Practice within their professional and business life.<\/p><p>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.<\/p><p>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 <a href=\"https:\/\/landscapeinstitute.org\/wp-content\/uploads\/2025\/10\/Guidelines-for-making-a-complaint-2025.pdf\" target=\"_blank\" rel=\"noopener\">here<\/a>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-8ebb52b e-flex e-con-boxed e-con e-parent\" data-id=\"8ebb52b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e102223 elementor-widget elementor-widget-heading\" data-id=\"e102223\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Complaints against LI members<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f1812c1 elementor-widget elementor-widget-text-editor\" data-id=\"f1812c1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>A complaint can be made by anyone who considers a member of the LI to have breached the <a href=\"https:\/\/landscapeinstitute.org\/wp-content\/uploads\/2022\/06\/12674_Landscape_Institute_Code_of_Practice_Dec_2021_v3.pdf\" target=\"_blank\" rel=\"noopener\">Code of Practice<\/a> or any other LI code or policy; or if they are dissatisfied with the professional conduct \/ behaviour of an Institute member.<\/p><p>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:<\/p><ul><li>Determine if there are grounds for making a complaint<\/li><li>Understand the steps to follow<\/li><li>Explain the process taken to reach a decision<\/li><\/ul><p>If after reading 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 <a href=\"mailto:Complaints@Landscapeinstitute.org\">Complaints@Landscapeinstitute.org<\/a><\/p><p>We cannot look into any complaint without a completed form and any supporting evidence.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-981a09d e-flex e-con-boxed e-con e-parent\" data-id=\"981a09d\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7939aae elementor-widget elementor-widget-heading\" data-id=\"7939aae\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Matters the LI can investigate<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4168fd4 elementor-widget elementor-widget-text-editor\" data-id=\"4168fd4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The LI can only investigate matters relating to breaches of its own rules, policies or regulations, where:<\/p><ul><li>A member appears to have shown \u2018unprofessional conduct\u2019 and \/ or displayed behaviour not aligned with behaviour framework and principles of good behaviour.<\/li><li>A member appears to have a demonstrated a lack of professional competence and in doing so breached the Code of Practice.<\/li><li>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.<\/li><li>The LI becomes aware a member has been found to be in breach of another member organisation Code of Conduct \/ Practice.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-63a6ec1 e-flex e-con-boxed e-con e-parent\" data-id=\"63a6ec1\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-bba987e elementor-widget elementor-widget-heading\" data-id=\"bba987e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Matters the LI cannot investigate<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3e62abc elementor-widget elementor-widget-text-editor\" data-id=\"3e62abc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li>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.<\/li><li>Where litigation related to a complaint is underway or proposed. The LI will await the outcome of such litigation before considering the complaint.<br \/>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\u2019s employment or employer or where the matter is the responsibility of the employer.<\/li><li>If the complaint relates to a matter that is the responsibility of an employer, then the matter should be raise directly with the members employer through their complaints policy and procedures.<\/li><li>A member\u2019s engagement in a local planning decision.<\/li><li>An issue which relates to a current planning application or appeal.<\/li><li>Any matter that took place more than 6 months ago.<\/li><li>Concerns or complaints about anyone who is not a member of the LI.<\/li><li>Determine whether a member or firm has acted negligently \u2013 that is a matter for the courts to decide.<\/li><li>Interfere with or become involved in court action against a member or firm.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-92e0165 e-flex e-con-boxed e-con e-parent\" data-id=\"92e0165\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-dd370d9 elementor-widget elementor-widget-heading\" data-id=\"dd370d9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Complaints against the LI<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-df34ab2 elementor-widget elementor-widget-text-editor\" data-id=\"df34ab2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>We continually seek to improve the standard of our services, but recognise there maybe 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.<\/p><p>If your complaint has not been satisfactorily resolved, you may then register a formal complaint via the Chief Executive at <a href=\"mailto:leadership@Landscapeinstitute.org\">leadership@Landscapeinstitute.org<\/a> 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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-9b95e1d e-flex e-con-boxed e-con e-parent\" data-id=\"9b95e1d\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f17cb58 elementor-widget elementor-widget-heading\" data-id=\"f17cb58\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Documents<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-48904e4 elementor-widget elementor-widget-text-editor\" data-id=\"48904e4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><a href=\"https:\/\/landscapeinstitute.org\/wp-content\/uploads\/2025\/10\/Guidelines-for-making-a-complaint-2025.pdf\" target=\"_blank\" rel=\"noopener\">Guidelines for making a complaint<\/a><br \/><a href=\"https:\/\/landscapeinstitute.org\/wp-content\/uploads\/2022\/06\/12674_Landscape_Institute_Code_of_Practice_Dec_2021_v3.pdf\" target=\"_blank\" rel=\"noopener\">Code of Practice<\/a><br \/><a href=\"https:\/\/landscapeinstitute.org\/wp-content\/uploads\/2025\/10\/Complaint-Form-2025-1.docx\" target=\"_blank\" rel=\"noopener\">Complaint Form<\/a><br \/><a href=\"https:\/\/landscapeinstitute.org\/wp-content\/uploads\/2025\/11\/Whistleblowing-Policy-Nov-2024.pdf\" target=\"_blank\" rel=\"noopener\">Whistleblowing Policy<\/a><br \/><a href=\"https:\/\/landscapeinstitute.org\/wp-content\/uploads\/2022\/03\/Vexatious-Complaints-Policy.pdf\" target=\"_blank\" rel=\"noopener\">Vexatious Complaints Policy<\/a><br \/><a href=\"https:\/\/landscapeinstitute.org\/wp-content\/uploads\/2025\/10\/Disciplinary-Regulations-June-2025.pdf\" target=\"_blank\" rel=\"noopener\">Disciplinary Regulations<\/a><br \/><a href=\"https:\/\/landscapeinstitute.org\/wp-content\/uploads\/2025\/10\/Service-Based-Complaints-July-2025.pdf\" target=\"_blank\" rel=\"noopener\">Service Based Complaint<\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-e3c4e35 e-flex e-con-boxed e-con e-parent\" data-id=\"e3c4e35\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a3d9f40 elementor-widget elementor-widget-button\" data-id=\"a3d9f40\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/landscapeinstitute.org\/conduct\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">More details for members<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>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.<\/p>\n","protected":false},"author":6,"featured_media":36473,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"class_list":["post-34299","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/landscapeinstitute.org\/wp-json\/wp\/v2\/pages\/34299","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/landscapeinstitute.org\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/landscapeinstitute.org\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/landscapeinstitute.org\/wp-json\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"https:\/\/landscapeinstitute.org\/wp-json\/wp\/v2\/comments?post=34299"}],"version-history":[{"count":39,"href":"https:\/\/landscapeinstitute.org\/wp-json\/wp\/v2\/pages\/34299\/revisions"}],"predecessor-version":[{"id":38645,"href":"https:\/\/landscapeinstitute.org\/wp-json\/wp\/v2\/pages\/34299\/revisions\/38645"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/landscapeinstitute.org\/wp-json\/wp\/v2\/media\/36473"}],"wp:attachment":[{"href":"https:\/\/landscapeinstitute.org\/wp-json\/wp\/v2\/media?parent=34299"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}