Complaints and Disputes Policy

Our client’s delight in our service is very important to us. It is part of our normal practice actively to seek feedback and comments from participants in The Big Blue Box coaching process. This feedback greatly assists us in the identification and response to issues before they can become a complaint or dispute.

However, should any potential issue arise; we will make every effort to resolve complaints or disputes fairly and satisfactorily.

Complaints Process

In the event of a client organisation or individual coachee having cause for complaint about the company, its actions, or the actions of any of our people, the following stages are suggested:

(a) Give feedback to the Big Blue Box

Ensure you have given feedback to your contact or coach at the time of the potential issue.

(b) Notify your Big Blue Box contact

If your feedback has not produced an appropriate response or resolved the issue then discuss your complaint or concern with your immediate contact from the Big Blue Box.

(c) Notify your Client Project Sponsor

If the issue is not resolved or requires escalation then the coachee should notify their project sponsor.

The Client Project Sponsor could be the coachee’s manager, a colleague or a nominated person who manages the client organisation’s relationship with the Big Blue Box. This person should be made aware of the issue, even if it is resolved, if it is of a material nature.

(d) Meet with the Big Blue Box

If further escalation is required then the Big Blue Box will meet with those parties to resolve the issue. At this stage it may be appropriate for the issue to be stated in writing.

Arrange a meeting between your Client Project Sponsor and the Big Blue Box to resolve the issue.

The Big Blue Box contact is Chris Dyson.

(e) Action Planning

Once the issue has been resolved, it may be necessary to prepare an action plan.

The Big Blue Box will work with appropriate client representatives to prepare and implement such a plan.

(f) Review

A periodic review may be appropriate to monitor any such activities as may have been the cause of issues, to ensure that no further complaints or disputes arise and to establish confidence and trust.

Breaches of the EMCC Code

The Big Blue Box coach(es) is/are a member of the European Mentoring and Coaching Council (EMCC).

The EMCC provides a code of practice for coaches. EMCC members will at all times represent coaching and mentoring in a way which reflects positively on the profession.

Where a client or sponsor believes that a member of the EMCC has acted in a way which is in breach of this Code of Ethics, they should first raise the matter and seek resolution with the member concerned. Either party can ask the EMCC to assist in the process of achieving resolution.

If the client or sponsor remains unsatisfied they are entitled to make a formal complaint. Complaints will be dealt with according to the EMCC’s ‘Complaints and Disciplinary Procedure’.

EMCC Members will provide a copy of this document upon request.

A copy can be obtained by writing to:

European Mentoring & Coaching Council,

PO Box 3154,

Marlborough,

Wiltshire,

SN8 3WD

Telephone: 0845 123 3720

e-mail: info@emccouncil.org

In the event that a complaint should be made against an EMCC member, that member must co-operate in resolving such a complaint.

EMCC members will confront a colleague when they have reasonable cause to believe they are acting in an unethical manner and, failing resolution, will report that colleague to the EMCC.

Communication

This Complaints and Disputes policy is available on request.

If you wish to obtain a copy or would like to discuss our progress against our objectives, please telephone: 01932 843933.

This policy is also available on our website at www.thebigbluebox.co.uk.

Signed: C P Dyson

Director