Complaints about a member

If you're unhappy with a member's work or conduct, first try to resolve it with them directly. If that doesn't work, you can complain to SFTI.

Time limit

Complaints must be made within 12 months of the problem.

What we can and can't do

We can decide whether a member broke the Code of Professional Conduct and take disciplinary action. We can't award compensation or settle fee disputes.

How to complain

Email standards@sfti.example or write to us, with the member's name, what happened and any documents.

Good to know

• Keep written records of instructions and agreements with clients; they matter if anything goes wrong.
• We publish anonymised summaries of complaint decisions twice a year to help members learn from them.
• The Professional Practice helpline can talk through a tricky situation before it becomes a problem.

Downloads

• Guidance on machine translation and AI (PDF, 160 KB) (members only)
• Model terms of business (Word, 37 KB)

Page last reviewed 10 September 2026