Customer charter

Excellence in customer service is central to all our activities and we are committed to meeting our clients’ needs with high-quality impartial research, consultancy, laboratory analysis and workplace services.

As our client, we will at all times treat you fairly and professionally whether in person, by phone, in writing or by email. This charter outlines the level of service you should expect.

We are;

  • Courteous, professional, friendly and accessible.
  • Respect the required level of confidentiality.
  • Meet or exceed agreed expectations.
  • Communicate clearly and promptly.
  • Adhere to recognised health and safety standards and regulations.
  • Operate within a quality management system.
  • Bring value to your organisation through the work we undertake for you.

Where appropriate, reports are issued as ‘final drafts for client comment’ before being finalised, giving you the opportunity to provide feedback and request any necessary clarification. We undertake regular customer satisfaction surveys to gather feedback on services and inform our service improvement.

 

Quality statement

IOM is a UKAS accredited testing laboratory No 0374. We also hold ISO 14001 (Environmental Standard), and group accreditation under the Contractors Health & Safety Scheme (CHAS).

Our staff are trained to enable them to carry out their work to the required quality and health, safety and environmental standards. They are encouraged and empowered to participate in quality improvement activities.

The have individual responsibility for understanding and applying relevant policies, guidance notes and standard operating procedures in the performance of their duties.


Complaints

If you are dissatisfied with any aspect of our service, please let us know, in the first instance, by getting in touch with the primary contact who has provided you with the service or report, or the Head of the relevant IOM Department or Division.

 

If for any reason you wish to escalate your complaint, please contact the IOM Chief Executive, Prof Rob Aitken at:  IOM,  Research Avenue North, Riccarton, Edinburgh, EH14 4AP, United Kingdom Email: rob.aitken@iom-world.org Tel: +44(0)131 449 8000

 

We undertake to acknowledge any complaint within 48 hours of receipt, at which time we will also communicate a timetable for further action if required.

 

Positive feedback & suggestions for improvements

We always welcome and value positive feedback. If you have enjoyed a positive experience from a particular service or member of staff from IOM, or have any suggestions for further improvements, we would be pleased to hear from you. Please send these to the relevant Division Head at the above address.

 

You can download a copy of IOM’s customer charter here.

Dr Karen Galea Head of Exposure Science

Karen is Head of the Exposure Science Section of our Research Division. She is actively involved in a wide variety of research projects, mainly focused on exposure assessment relating to health risks. Her work has included the characterisation of aerosols during offshore drilling operations and primary nickel production; a guide to safe handling and disposal of engineered nanoparticles; a case-control study of cancer among current and former Semiconductor employees; an assessment of exposure to secondhand tobacco smoke in the home and working environment; and pesticide biomonitoring in residents living near agricultural land.

Dr Ioannis Basinas Senior Scientist

Ioannis is a senior scientist within the Exposure Science section of our Research Division. His research interests focus on the establishment and application of improved methods for quantitative exposure assessment based on statistical and mathematical modelling approaches. Ioannis has substantial experience in the assessment of exposure to organic dusts and the related health risks. Previously he was responsible for one of the largest exposure assessment studies on personal bio-aerosol exposures of farmers ever accomplished. He has also been involved in several studies aiming to guide and optimize exposure control strategies for bio-aerosol exposures in farm workplaces, and extensively worked towards the assessment of the burden of historical exposures to organic dusts. Currently he is involved in several projects related to the assessment of exposure to engineered nanomaterials, organic dusts, and the evaluation of Tier 1 models used under REACH. Ioannis won the Thomas Bedford Memorial Prize in 2018.


Dr Karen Galea Head of Exposure Science

Karen is Head of the Exposure Science Section of our Research Division. She is actively involved in a wide variety of research projects, mainly focused on exposure assessment relating to health risks. Her work has included the characterisation of aerosols during offshore drilling operations and primary nickel production; a guide to safe handling and disposal of engineered nanoparticles; a case-control study of cancer among current and former Semiconductor employees; an assessment of exposure to secondhand tobacco smoke in the home and working environment; and pesticide biomonitoring in residents living near agricultural land.

Dr Karen Galea Head of Exposure Science

Karen is Head of the Exposure Science Section of our Research Division. She is actively involved in a wide variety of research projects, mainly focused on exposure assessment relating to health risks. Her work has included the characterisation of aerosols during offshore drilling operations and primary nickel production; a guide to safe handling and disposal of engineered nanoparticles; a case-control study of cancer among current and former Semiconductor employees; an assessment of exposure to secondhand tobacco smoke in the home and working environment; and pesticide biomonitoring in residents living near agricultural land.

Prof Damien McElvenny Principal Epidemiologist

Damien is a principal epidemiologist who has worked in the Statistics and Toxicology Section of Research Division since 2011. He is an Emeritus Professor of Epidemiology at the University of Central Lancashire, an Honorary Associate Professor at the London School of Hygiene and Tropical Medicine and an Honorary Senior Research Fellow at the University of Manchester. He has over 30 years' experience working in a variety roles relating to the statistical analysis of health data in the public and private sector. Damien was chair of the Local Organising Committee for the EPICOH 2017 conference, the premier international conference on epidemiology in occupational health, which was held in Edinburgh.

EVENTS
02 April
2019

7th Occupational & Environmental Exposure Science Meeting

  • 02 April 2019
  • 10:00
  • NEC Birmingham

The 7th Occupational & Environmental Exposure Science Meeting will take place on Tuesday 2nd April 2019.

Event info
We're here to provide you with more information and answer any questions you may have. Contact us
IOMworld
  • Contact Us

If you would like to contact us, please use the attached form and we will get back to you. Alternatively, call or write to us at our Head Office in Edinburgh or one of our regional offices.

Our office hours are: 

Monday to Friday - 8.00am to 5.15pm

Our head office numbers is +44 (0)131 449 8000

Email: info@iom-world.org