Raising a concern or complaint

We value the service our clients receive and we take complaints seriously and value any feedback. As an ICF/BPS coaches we are obliged to follow a stringent Code of Conduct.

Clients have the right to file a complaint about services received.

We aim to resolve complaints as quickly as possible, ensuring we investigate, resolve and learn from any issues.

Therefore we 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 an immediate 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, or information on any action taken etc;
we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.

Process

A client should first attempt to resolve the issue directly with the coach with whom they have an issue. If clients are not comfortable approaching the individual, or if the complaint is unable to be resolved informally the following steps will apply:

Clients should submit a written complaint to Williams Creative Consultancy Ltd.
Williams Creative Consultancy Ltd investigates the cause, informing affected parties and ensuring timescales and regular communication throughout.
Complaint investigation may also include seeking input or support from relevant parties (e.g., ICF, Coaching Supervisor)
Complaint is acknowledged within 48 hours and where possible resolved within 3-5 working days. If the complaint is more complex and requires further investigation, we will agree the extension in time needed.
Complaint is resolved with agreed next steps, learning and improvements required.
If a complaint cannot be resolved Williams Creative Consultancy Ltd will inform the complainant of their options for further recourse such as via the ICF Independent Review Body (IRB).