Complaints Policy
We want everyone who works with Integrity Coaching to have a positive experience, and we are committed to providing a high-quality service to all our clients, and fostering good relationships with clients, suppliers and partners. However, we are only human, and we recognise that sometimes things may go wrong. We welcome feedback so we can put things right and improve.
If something goes wrong or you are not satisfied with any part of our service, we encourage you to tell us. We take all concerns seriously and use them as an opportunity to learn and improve.
This policy explains how to raise a concern or complaint about our services or anyone working on our behalf.
You can find our complaints procedure below.
Our Complaints Procedure
Step 1 – Informal Discussion
We believe that communication is the key to resolving problems. If you are unhappy about something, please raise it with us as soon as possible. You can speak directly with the person involved or contact our office to explain your concern. We will do our best to resolve the matter informally and quickly.
Step 2 – Formal Written Complaint
If the issue is not resolved informally, you can make a formal complaint in writing. Please email complaints@integritycoaching.co.uk or write to us at our main office address, marking your message “Private and Confidential – Complaint”.
Include:
- Your name and contact details
- Details of what happened and when
- What you would like to see happen next
We will acknowledge receipt of your complaint within 5 working days.
Step 3 – Investigation
A senior member of our team will review your complaint, gather any relevant information and where possible speak with the relevant people involved. We may ask you to provide more
information or any documents to support your complaint. We aim to complete this investigation within 20 working days. If more time is needed, we will let you know.
Step 4 – Written Outcome
Once the investigation is complete, we will send you a written response explaining our findings and any actions we will take. This will be our final response.
Confidentiality and Fairness
All complaints are handled in confidence and in line with data protection law. We are committed to treating everyone involved with respect and fairness.
We record and review all complaints to identify patterns and opportunities to improve our services.