Complaints Procedure

 

Complaints Procedure - Conscious Clarity

01/02/24, V1.1

 

Our Aim

Conscious Clarity provides a range of neurodiversity coaching and training programmes.

We are committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right.

We welcome feedback and suggestions and aim to ensure that:

• Making a complaint is as easy as possible
• We treat a complaint as a clear expression of dissatisfaction with our service which calls for a thorough response
• We deal with it promptly, politely and, when appropriate, confidentially
• We respond in the right way - for example, with an explanation, or an apology where we have got things wrong, with any action taken etc.
• We learn from complaints, use them to improve our service, and review annually our complaints policy and procedures

Scope

A complaint is defined as any expression of dissatisfaction, however, it is expressed, formally or informally. This would include complaints expressed face to face, via a phone call, via email, in writing or any other method. All staff should have sufficient knowledge to be able to identify an “expression of dissatisfaction” even when the word “complain” or “complaint” is not used.

If You Have a Complaint

If you have a complaint about the services offered by Conscious Clarity, any of our staff, or any other issue, however small, please:

• Bring your complaint to our attention, preferably by email, as soon as possible after the issue arising. Please write to:

[email protected]

• Explain the problem or situation as clearly and as fully as possible
• Allow Conscious Clarity a reasonable time to investigate and deal with the matter

Complaints Procedure

Written records must be kept at each stage of the procedure and entered in the company’s Complaint Log.

Step 1

In the first instance, staff member(s) receiving the complaint must establish the seriousness of the complaint.

An informal approach may be appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure in Step 2 should be followed.

Step 2

If the complaint cannot be resolved informally, then:

• Within five days of receiving your complaint we will send you an email or letter acknowledging receipt, together with a copy of this Complaint Procedure
• We will investigate your complaint, which may involve speaking with members of staff of Conscious Clarity and/ or 3^rd parties
• We will then invite you to a meeting, in person or online, to hopefully resolve your complaint
• Within three days after the meeting we will write to you to confirm what was discussed and any solutions agreed with you
• If you do not want a meeting, or it is impossible, we will send you a detailed written reply to your complaint, with our suggestions for resolution
• At this stage if you are still not satisfied, you should contact us again explaining your position and requesting a review
• Within 14 days of receiving your request for a review, we will write to you confirming our final decision on your complaint and explaining our reasons

Step 3

If after our review of your complaint you are still not satisfied, you can contact

Association for Coaching International

Golden Cross House

8 Duncannon Street

London, WC2N 4JF

+44 (0)333 006 2676