AC Complaints Policy
AC Complaints Policy AC Complaints Policy

The Association for Coaching (AC) views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the individual or organisation that has made the complaint.

The Association for Coaching is committed to maintaining professional standards. To this end the Complaints Procedure sets out to provide protection to the public and a mechanism for protecting the name of the Association for Coaching and the profession of Coaching.

1.     Our policy is:

  • To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
  • To publicise the existence of our Complaints Procedure so that people know how to contact us to make a complaint
  • To make sure everyone at the Association for Coaching knows what to do if a complaint is received
  • To make sure all complaints are investigated fairly and in a timely way
  • To make sure that complaints are, wherever possible, resolved and that relationships are repaired
  • To gather information which helps us to improve what we do


2.     Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of the Association for Coaching and/or its members.


3.     Where Complaints Come From

Complaints may come from either a Member or clients of a Member, specifically:

  • Individual (Associate Member, Member)
  • Organisational Member including Combined Member
  • Corporate Member
  • Third Sector Member
  • Named representative of an Organisational Member, Corporate Member or Third Sector Member

or Clients of a :

  • Coach
  • Trainee Coach
  • Coach Mentor/Supervisor
  • Coaching Service Provider
  • Coach Training Provider Sponsor

A complaint can be received verbally, by phone, by email or in writing or through the Complaints Form.


4.     Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.


5.     Responsibility

Overall responsibility for this policy and its implementation lies with the Association for Coaching Complaints Review Panel and AC Complaints Committee.

Members are required to ensure that their clients know they adhere to complaints procedure. It is the responsibility of the AC Member and the Complainant to understand both the Global Code of Ethics for Coaches and Mentors and the Association for Coaching’s Complaints Procedure.

An AC Member or a named representative of an AC Member is required to understand and to ensure that any client who is unhappy about the service they have received is aware of and has access to the Association’s Complaints Procedure and Global Code of Ethics for Coaches and Mentors.

Further information about the process can be obtained by contacting directly.


6.     Review

This policy is reviewed regularly and updated as:               

  • Last reviewed:                June 2020
  • Next review:                    June 2021


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