For the purposes of this document, a complaint is defined as:
A statement that something is wrong or not satisfactory
If you have a complaint about one of our accredited coaches, mentors, or training providers then we request that you officially log your complaint with your service provider and follow their procedure. However, if after they have investigated your complaint, you are not satisfied with their response, then you can escalate your complaint to us.
Information we will need for you:
- Your preferred email address for correspondence
- A clear, detailed description of what your complaint is about
- The outcome of the complaint already made directly with the provider
- A correspondence case reference number, if you were issued with one
- Confirmation your complaint is not being investigated by another authority
- Copies of all correspondence related to the complaint made between you and the service provider.
Complaints need to be sent to firstname.lastname@example.org
Complaints we cannot deal with:
- Complaints that are currently being investigated by another authority
- Complaints that have not currently be made direct to the service provider
- Complaints that are currently being investigated by the service provider that you are in dispute with
- Complaints pertinent to a contravention of legislative framework where there are grounds for criminal investigations
- Complaints where the service provider is not a member of the International Authority for Professional Coaching & Mentoring.
When you have made your complaint we will:
- Send you an email to acknowledge receipt
- Assess whether the nature of the complaint fits the remit of the International Authority for Professional Coaching & Mentoring
- Assign you a complaints officer who will be the lead contact for your complaint
- Investigate your complaint if relevant
- Identify what remedial action needs to be taken to be fair in proportion to the circumstances
- We aim to respond to complaints within 20 working days. If we can’t reply to you within this timeframe, we will let you know and tell you when you can expect a reply.
Examples of complaints include but are not limited to:
- Failure by the service provider to meet obligations including those outlined in course/student handbooks or a student charter
- Misleading or incorrect information in prospectuses or other promotional material, and other information provided by the provider
- Concerns about the delivery of a programme, teaching or administration including, where applicable, that provided by a partner provider
- Poor quality of facilities, learning resources, or services provided directly by the provider
- Failure of the organisation to meet obligations outlined in their contract of services
- Failure of the organisation to meet obligations outlined in the International Authority for Professional Coaching & Mentoring’s Code of Professional Conduct
How we handle complaints:
If you have been unable to resolve your complaint directly with the service provider, and your complaint sits within the remit of the International Authority for Professional Coaching & Mentoring, you can make a complaint to us within 30 days from the date at which the complaints procedure of the service of whom you have complained to has been completed.
When we receive your complaint, you will be allocated a named complaint officer who will be co-ordinating your complaint, it is your complaint officer that will call together a complaints panel.
As a member organisation, staffed by volunteer coaches and mentors, all of which are accredited by the International Authority for Professional Coaching & Mentoring, it is possible that your case may be about people we know, or service providers we have trained with. In the interests of upholding public trust and confidence, we operate in a transparent way that ensures that any conflicts of interest are declared, and managed appropriately. To mitigate conflicts of interest, each complaint will be heard by a panel of three people, formed by different categories of volunteer members.
In the event of an appeal against a complaints decision, a fresh panel of three volunteers will be formed to deal with the complaint. Where we are unable to secure appropriate panel members, we will use lay members to form the panel.
The complaints panels will be managed by the Head of Professional Standards. In the event where the Head of Professional Standards declares a conflict of interest, the panel will be led by another member of the leadership team.
The complaints panels can only deal with information backed up with evidence. We cannot make decisions based on opinions or anecdotes. We will only accept accurate evidence pertinent to your claims.
You have three months to lodge an appeal against the decision from the International Authority for Professional Coaching & Mentoring investigation. Your appeal will be heard by an appeals panel, independent to the investigation within 20 working days.
If you are still unsatisfied with the outcome of the complaint then you can complain direct to the ombudsman:
Complaints against the International Authority for Professional Coaching & Mentoring
If you are unsatisfied with how your complaint has been handled, we advise that you firstly make a complaint direct to us where we will instruct alternative members of the leadership team (who were not involved in the initial investigation) to investigate the conduct of the complaints officer in charge of your complaint.
If you have a complaint specifically about the International Authority for Professional Coaching & Mentoring as an organisation or any members of it team, we encourage you to submit a complaint according to the above process.
For our members
As an accredited member of the International Authority for Professional Coaching & Mentoring, delivering services as a coach, mentor, training provider or organisation, you are responsible for raising the standards of the profession. Therefore, it is of paramount importance that you deliver excellent levels of customer care, and are fully compliant with the International Authority for Professional Coaching & Mentoring’s Code of Professional Conduct.
If a complaint has been received about your services, we will notify you of the complaint immediately. You will be required to submit all evidence pertaining to the complaint and your compliance with the codes of practice, to the complaints panel within seven working days. We would need to see the following information:
- A copy of your complaints procedure
- A correspondence case reference number
- The outcome of the complaint
- A copy of the contract of services you have with the complainant
- Evidence of communications to show due process has been followed in accordance with your complaints procedure
- Your preferred email address for correspondence
Outcomes of International Authority for Professional Coaching & Mentoring complaints
After investigating the complaint, the panel will have the power to decide on the following outcomes:
The outcome will depend on the documentation submitted; the evidence presented, and responded to at the hearing, the severity and frequency of the complaint; and on factors which include:
- the Codes of Professional Conduct clause(s) against which the complaint was raised
- The weight of the evidence
- The wishes of the complainant
- Whether there have been previous complaints received against the respondent for the same, similar or other clause(s).
If the complaint is rejected, the case file will be closed and no further actions will be required by the respondent.
Where the complaint is upheld by the complaints panel, the complainant and respondent will be offered the opportunity to agree a mutual resolution through facilitated discussion. Where a mutual resolution can be achieved, the complaint will remain on file until such time as all agreed actions are completed, and the complainant agrees for the complaint to be lifted. If the complainant does not agree, but the International Authority for Professional Coaching & Mentoring is satisfied that all actions have been achieved, the complaint will be removed from file after 1 year.
Where the complaint is upheld by the complaints panel, yet no mutual resolution is agreed, the respondent will be issued with a performance notice. The respondent will then be required to meet with the Head of Professional Standards within 10 days to agree a Recovery Action Plan that details actions they need to take to ensure full compliance with the Code of Professional Conduct, and provide assurances to the International Authority for Professional Coaching & Mentoring of improved standards.
The action plan will be submitted to the complaints panel for their endorsement and the respondent will then have 90 days to implement the actions. Failure to meet any of these requirements may result in the termination of accreditation and membership of the International Authority for Professional Coaching & Mentoring. All complaints that require a performance notice and Recovery Action Plan will remain on the providers file for 2 years.
Any service provider whose accreditation and membership is terminated through the outcome of a complaints procedure will not be eligible to reapply for membership for a period of 2 years.
The International Authority for Professional Coaching & Mentoring does not accept any responsibility for expenses related to, or incurred by the complainant, service provider or associated individuals for any complaint registered, or progressed through the International Authority for Professional Coaching & Mentoring’s complaints procedure.