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 Members or clients of a Member or individual/ organization who holds AC accreditation, specifically:

• Individual (Associate Member, Member)
• Provider Member
• Corporate Member
• Named representative of a Provider or Corporate Member
• An individual or organization who holds any form of AC accreditation or recognition

or Clients of a :

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

A complaint can be received 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, named representative of an AC Member or individual or organization who holds AC accreditation 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 complaints@associationforcoaching directly.

6.     Review

This policy is reviewed regularly and updated as:               

• Last reviewed:                August 2023
• Next review:                   August 2025