Complaints Policy & Procedures

 

Policy statement

 

ED COACHING LTD (Elite Development Coaching) aims to give its customers the highest standard of service possible in all areas and welcomes the comments of all participants.

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These views may be expressed as compliments, comments, or complaints. Where complaints do arise, we will ensure that they are resolved promptly and fairly.

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We will seek to learn from valid complaints and will make changes to operating procedures and practices where necessary.

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Scope

 

This policy covers all complaints made by participants, parents/guardians, schools, businesses, and members of the public.

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This policy does not cover the following issues:

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• Individual employment issues which are the subject of separate procedures

• Contractual disputes

• Matters that are already the subject of legal action

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ED Coaching LTD reserves the right not to investigate complaints that are vexatious or malicious.

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Policy aims

 

• To ensure that ED Coaching LTD has in place procedures to resolve complaints as quickly and as fairly as possible.

• To ensure equality of treatment for all participants and employees.

• To support our mission and uphold our values.

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Definition of a complaint

 

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of our organisation.

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Procedure

 

We will do our utmost to resolve any dissatisfaction through managers or staff addressing any complaint or grievance at the time of the event. If this is not possible the following procedure will be followed:

 

Informal process: we will take informal concerns seriously with the hope of the concern not developing into a formal complaint. In the first instance, we will do our utmost to resolve any dissatisfaction through managers or staff addressing any complaint or grievance informally.

 

Should the matter not be resolved informally, or not be appropriate for informal discussion (for example, should it involve an issue of safeguarding), then the matter should be reported formally.

 

Formal process: A formal complaint should always be made by email or letter to the head of operations.

 

• The complaint will be acknowledged within two working days of receipt.

• We aim to send a full response after ten working days, however if the matter requires further investigation we will respond to the complainant with a timescale for response.

• If, after the full response, the complaint is not resolved to the complainant’s satisfaction, we will seek further clarification from the relevant governing bodies.

• If, after this response, the complaint is not resolved to the complainant’s satisfaction, they will have the right to take their own legal action.

• Any complaint made against a director will be dealt with by another director or by a senior member of staff.