Complaints against Accredited Individuals

Introduction

Protecting members of the public, wherever they are in the world, from unprofessional practices is of paramount importance to the International Authority for Professional Coaching & Mentoring (“the IAPC&M”).

It is important that the public receives equal and fair treatment from IAPC&M accredited individuals (i.e. coaches and mentors). The IAPC&M’s Code of Professional Conduct and Ethics sets out strict rules that all IAPC&M accredited individuals must follow. As a result, the IAPC&M has a duty to investigate complaints made against accredited individuals in an objective manner.

This Complaints Procedure summarises the process to be followed when making a complaint against IAPC&M accredited individuals (“the individual”). It also outlines what the IAPC&M can and cannot do to assist you with your complaint.

For the purposes of this document, a complaint is defined as:

“A statement that something is wrong or not satisfactory”.

Examples of complaints that may be made against accredited individuals include, but are not limited to:

    • Failure to meet obligations outlined in their contract of services
    • Misleading or incorrect information in promotional material and other information supplied by the individual about their capabilities on their website, social media or otherwise
    • Forming inappropriate relationships with the client outside the boundaries of the professional relationship
    • Unacceptable behaviour, including aggression or any other inappropriate actions
    • Discriminatory behaviour
    • Breach of Data Protection laws and regulations
    • Fraud
    • Failure to meet other obligations outlined in the IAPC&M’s Code of Professional Conduct and Ethics

The following information is intended to provide a route for you to reach a resolution.

The IAPC&M cannot

  • Investigate complaints if:
    • The individual is not an active/current accredited member of the IAPC&M
    • The individual’s complaints procedure has not been completed in full
    • The complaint is currently being investigated by another authority/body
    • The complaint is pertinent to a contravention of legislative framework where there are grounds for criminal investigations
  • Provide the complainant with compensation, financial or otherwise
  • Instruct a provider to give refunds or any financial incentive. This would fall under bodies such as Trading Standards, Small Claims or the Advertising Standards Agency

What the IAPC&M can do to assist you

The IAPC&M can investigate complaints in relation to individuals who are active/current accredited members of the IAPC&M once the individual’s complaints procedure has been fully engaged with and that process has been exhausted.

When you have sent us your complaint, we will:

  • Acknowledge receipt of the complaint by email
  • Assess whether the nature of the complaint falls within the boundaries and confines of the IAPC&M’s complaints procedure
  • Confirm by email whether we can pursue the complaint
  • If we are unable to pursue the complaint, we will state the reason why
  • We aim to respond to complaints within 20 working days. If we are unable to reply to you within this timeframe, we will let you know and tell you when you can expect a reply
  • Providing your complaint falls within the conditions we require for investigation, as outlined in this procedure, we will:

(a) Investigate your complaint

(b) Identify what remedial action, if any, needs to be taken by the individual, to be fair in proportion to the circumstances

(c) Sanctions may also be imposed, such as:

i. Suspending the individual’s accreditation status for a set timescale until remedial action has been confirmed

ii. Terminating the individual’s accreditation status indefinitely with the IAPC&M.

Steps in the Complaints Process

In line with the requirement in the IAPC&M’s Code of Professional Conduct and Ethics, all accredited individuals must have a clear, easy to use and accessible complaints procedure.

If you have a complaint against one of our accredited individuals, please take the following steps:

1. Officially log your complaint with the provider in writing/email

2. Follow the provider’s complaints procedure until you have reached a satisfactory outcome or have exhausted their process, including any appeals process. It is important to engage with the provider as much as possible to reach an amicable solution.

3. If you have fully completed the provider’s complaints process and are not satisfied with the outcome, then you can escalate your complaint to the IAPC&M within 28 days of the provider’s decision.

Complaints should be sent via email to the IAPC&M Resolution and Relationships Manager, Charlotte Keating charlotte.standards@coach-accreditation.services

In all cases, you should:

      • Outline your complaint- provide a clear, detailed description of what your complaint is about, including any supporting evidence, in an orderly format
      • State why, in your opinion, it is a valid complaint
      • Include the outcome of the complaint/decision of the individual
      • Provide detail of what you expected versus what you received from the individual
      • Specify what you would like the outcome to be
      • Confirm that your complaint is not being investigated by another authority/body

We may request that you provide copies of correspondence related to the complaint made between you and the individual along with any additional information that is relevant to the complaint. Please note that we can only accept accurate, dated, and signed (including electronic signatures, such as email) evidence pertinent to any complaint. Once you have made the complaint, we will contact the individual and discuss the matter with them to support you in resolving the issue.

Appeals Process

You have 28 days to lodge an appeal against the decision from the IAPC&M’s investigation. Your appeal will be heard by an IAPC&M appeals panel, independent to the investigation within 20 working days.

If you are still unsatisfied with the outcome of the complaint, you can bring your complaint to the ombudsman:

Contact

If you have any questions regarding our IAPC&M complaints procedure please contact Charlotte Keating, IAPC&M’s Resolution and Relationships Manager, at charlotte.standards@coach-accreditation.services

Disclaimer:

No information will be shared with any parties outside those mentioned within the complaint without your express permission, unless required by law.

For example, if there is a criminal investigation and we are asked to share information on the complaint by an official body, we are not at liberty to request your permission.

It should be noted that the IAPC&M can only act as the conduit between the person(s) who submit the complaint and the individual to whom the complaint is issued to. The IAPC&M have no responsibility to either party other than to assist in finding an amicable resolution for both parties.

Retention of Information:

Your information will be archived by the IAPC&M for five years after the complaint resolution.