Complaints Procedure — Beldon Coaching

1. Commitment

I take complaints seriously and treat every concern raised as an opportunity to put things right and improve my practice. This procedure sets out exactly how to raise a concern and what you can expect at each stage.

2. Stage One — Initial Complaint

Please raise your concern by emailing info@beldoncoaching.co.uk with the subject line "Complaint". Include a description of what has happened, when, and the outcome you are seeking.

Response time: I will acknowledge receipt within 2 working days and provide a substantive response within 14 calendar days.

3. Stage Two — Senior Review

If you are not satisfied with my Stage One response, you may request a Stage Two review. As a sole practitioner I do not have a separate management chain; instead, Stage Two is conducted by an independent EMCC-accredited supervisor with whom I have a confidential supervision agreement.

Response time: Stage Two reviews are completed and returned to you within 14 calendar days of request.

4. Stage Three — External Escalation

If your complaint remains unresolved after Stages One and Two, you have the following external routes:

European Mentoring and Coaching Council (EMCC): as an EMCC-accredited member, I am subject to the EMCC Global Code of Ethics and the EMCC Complaints Procedure. Complaints can be made via emccglobal.org.
Financial Ombudsman Service: for any complaint relating to payment processing or BACS Direct Debit, you may contact financial-ombudsman.org.uk.
Information Commissioner's Office: for any complaint about the handling of your personal data, you may contact ico.org.uk.
Trading Standards / Citizens Advice: for general consumer complaints, citizensadvice.org.uk.

5. Confidentiality

All complaints are handled in strict confidence. The fact that you have raised a complaint will not affect the quality of any continuing service you receive from me.

6. Records

I keep an internal record of every complaint received, the resolution, and any change to my practice that results. Records are held securely for 6 years.

7. Vexatious Complaints

I reserve the right to decline to engage with complaints that are clearly vexatious, abusive, or repetitively re-raising matters that have already been addressed through this procedure.