Complaints Procedure
AC Complaints Procedure AC Complaints Procedure

Complaints may be sent to Association for Coaching in writing at:

Association for Coaching:
Golden Cross House, 8 Duncannon Street, London WC2N 4JF
or by e-mail at complaints@associationforcoaching.com

 

Verbal complaints may be made by phone to +44 (0) 845 653 1050.

 

Making a Complaint

A complaint may be made if:

  1. The complaint is deemed to be a breach of a clause of the Association for Coaching’s Global Code of Ethics for Coaches and Mentors.
  2. A Member is demonstrating behaviour which is deemed to be prejudicial to the Association or to the services which the Association represents.
  3. The complaint may be made by a Client or by an Individual Associate Member or Member, Organisational Member, Corporate Member, Third Sector Member or a named representative of an Organisational Member, Corporate Member or Third Sector Member of the Association against another.
  4. The person and/or organisation concerned must be named and be a member of the Association at the time of the complaint being made.
  5. The Complaint must be made in writing using the AC Complaints Form.
  6. Complaints that do not meet the criteria above will not be heard.

Actioning a Complaint:

  1. The complaint will be passed to the AC Complaints Review Panel within 21 days of receipt and will either be rejected, deferred so that further information can be obtained, or accepted and referred on to the AC Complaints Committee . The complainant and AC Individual Member or Organisational Member will be informed accordingly.
  2. All correspondence and information received will be provided to all relevant parties.
  3. The AC Complaints Committee will arrange a Hearing date and members of the AC Complaints Committee must openly declare any areas where a conflict of interests may be present.
  4. The Client and Individual Member or Organisational Member may bring in supporting evidence from any other relevant person to be considered as part of the complaint.
  5. All paperwork (i.e. correspondence, witness statements etc.) must be received not less than 30 days prior to the date of any hearing. The Chair of the AC Complaints Committee will decide whether any legal advice need to be sought from the Association’s legal advisers. It will be up to the Chair of the AC Complaints Committee to decide whether new evidence can be accepted on the day of the hearing.
  6. Any party may call upon a witness and the names of such parties are to be with the Chair of the AC Complaints Committee 30 days prior to the date of any Hearing. Any member of the AC Complaints Committee, the AC Individual Member or Organisational Member being complained against or the Client may question witnesses.
  7. If either the AC Individual Member or Organisational Member or the Client fails to attend the hearing the Chair has the right to continue with the case in the absence of one of the relevant parties, terminate the hearing or adjourn and reset the meeting for a date no later than 30 days from the day of the original hearing.

 Resolving a Complaint:

  1. The outcome of the Hearing will be notified in writing to all relevant parties within 30 days of the date the Hearing took place.
  2. Sanctions will be clearly stated and the AC Individual Member or Organisational Member against whom the sanction has been made can apply for it to be lifted when the conditions have been met and the Chair of the AC Complaints Committee will seek evidence of compliance. The AC Individual Member or Organisational Member will be informed in writing of the lifting of the sanction and details will also be placed in the Association’s Journal.

Appeal Process:

  1. An independent person will be appointed by the Chair of the Association to consider the Appeal.
  2. If the Appeal is upheld, turned down or if there is insufficient evidence the AC Individual Member or Organisational Member will receive notification in writing.
  3. Appeals will be considered if new evidence of a significant nature becomes available that would have changed the decision of the AC Complaints Committee had it been available at the time of the hearing. Alternatively, appeals will also be considered where the sanction is deemed unfairly harsh in relation to the event.
  4. Appeals must be made in writing to the Chair of the Association within 30 days of notification of the original decision and are required to clearly outline the grounds on which the appeal is being made.
  5. The AC Appeals Committee will be appointed by the Chair of the Association and will comprise of four people who were not part of the original hearing. The same rules that applied to the original hearing will also apply to the Appeals Committee.
  6. The Chair of the AC Appeals Committee will inform the Chair of the Association of the decision and it is the Association’s Chair who will take the appropriate action. The decision will be made in writing within 21 days of the Appeals hearing.

Professional Misconduct:

Professional Misconduct applies to an Individual member or Organisational Member of the Association who has contravened the ethical standards that are expected of any member of the Coaching profession. Misconduct applies where an Individual Member or Organisational Member of the Association is deemed to have failed to adhere to the Global Code of Ethics for Coaches and Mentors.

Serious Professional Misconduct applies where an Individual member or Organisational Member of the Association has behaved in such a way that it is deemed that suspension and/or termination of membership is necessary.

 

Professional Malpractice:

The term Professional Malpractice will be used where an Individual Member or Organisational Member of the Association’s professional behaviour falls below the minimum standards as outlined in the AC Coaching Competency Framework. For example through incompetence and/or negligence.

 

Bringing the Coaching Profession into Disrepute:

An Individual Member or Organisational Member may be deemed as bringing the Profession into disrepute where he or she acts in such a way that could be deemed as undermining the public’s confidence in the coaching profession.


AC Complaints Form

A completed complaints form and any further relevant documentation must be submitted within 12 months of the issue arising. (In extenuating circumstances this time frame may be waived at the discretion of the AC Complaints Panel or AC Complaints Committee).

 

We encourage Association for Coaching (AC) members and any complainants to undertake all reasonable means to resolve the situations before initiating a complaints process and making representation to the Association for Coaching. Should a formal complaint be received, we will continue to encourage the relevant parties to reach a mutually acceptable outcome.

 

The Association for Coaching is not responsible for any expenses incurred by either party or any supporting parties. The Association for Coaching may hear a complaint made against an Individual member or an Organisational Member even if another professional body is considering the case. The Association for Coaching will distribute/publish the outcomes against an Individual Member or Organisational Member where the complaint has been upheld.

 

AC undertakes to be transparent in its activities and therefore the AC member who is the subject of the complaint will receive a copy of all correspondence and be kept fully informed of the process. The criteria include:

  1. The complaint is deemed to be a breach of a clause of the Association for Coaching’s Global Code of Ethics for Coaches and Mentors.
  2. A Member is demonstrating behaviour which is deemed to be prejudicial to the Association or to the services which the Association represents.
  3. The complaint may be made by a Client or by an Individual Associate Member or Member, Organisational Member, Corporate Member, Third Sector Member or a named representative of an Organisational Member, Corporate Member or Third Sector Member of the Association against another.
  4. The person and/or organisation concerned must be named and be a member of the Association at the time of the complaint being made.
  5. The Complaint must be made in writing using the form below
  6. I acknowledge that I have read the AC Complaints Procedure 

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