Complaints and Disputes Policy
Our client’s delight in our service is very important to us. It is part of our normal practice to actively seek feedback and comments from participants in The Big Blue Box coaching process. This feedback greatly assists us in identifying and responding to issues before they 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 that may have caused issues, to ensure that no further complaints or disputes arise, and to establish confidence and trust.
Breaches of Codes of Practice, Ethics and Good Conduct
The Big Blue Box coach(es) is/are a member of the Association of Business Mentors (ABM).
The ABM provides a code of conduct for practitioners. ABM 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 ABM has acted in a way which is in breach of this Code they should first raise the matter and seek resolution with the member concerned. Either party can ask the ABM to assist in the process of achieving resolution.
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
February 2026