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ActionCOACH UK Complaints Policy

At ActionCOACH UK, we are dedicated to delivering high-quality business coaching
services to all of our clients, including those served through our network of third-party
franchise partners. We value the relationships we build with our business clients and
understand that, on occasion, issues may arise. If you are dissatisfied with the
service you have received, we encourage you to raise your concerns so we can
investigate and address the matter promptly.


This policy outlines the steps we take to resolve complaints, whether they are about
services provided by us directly or through one of our franchise partners.

1. How to Make a Complaint


If your business has a complaint regarding our coaching services, please contact us
using one of the following methods:

  •  By Email: freedom@actioncoach.com
  •  By Phone: 01284 701648
  •  In Writing:

ActionCOACH UK
Broadlands Manor
Peckleton Lane
Leicester Forest West
LE9 9QU
United Kingdom

Please include the following information when submitting your complaint:
 

  • Your business name and contact details
  • A detailed description of the issue
  •  The date the issue occurred (if applicable)
  •  The name of the person / s involved (if applicable)
  • Any supporting documents or evidence related to the complaint

2. What Happens After You Make a Complaint


Once we receive your complaint, we will acknowledge receipt within 2 business
days. We will investigate the issue and may need to consult with the people
involved, if applicable, to ensure the matter is fully addressed. Our goal is to resolve
complaints efficiently and fairly.

 

3. Response Time


We aim to respond to all complaints within 20 business days of receiving them. If
the investigation requires more time, particularly when it involves a third-party, we will
keep you updated on the progress and provide a clear timeline for resolution.

 

4. Investigating Complaints Involving Franchise Partners


If your complaint concerns a third-party franchise partner, we will work with the
franchise partner to thoroughly investigate the issue. This may include:
 

  • Reviewing the service delivery and coaching processes
  • Identifying any areas for improvement
  • Implementing corrective actions, which could involve additional training for the franchise partner or adjustments to the coaching service provided

While we do not directly manage the day-to-day operations of our franchise partners,
we are committed to ensuring that all issues are investigated and resolved to meet
our high standards of service.

 

5. Our Commitment to Resolution

Our aim is to resolve all complaints as quickly as possible and to the satisfaction of
your business. Possible resolutions may include:

  • A refund for any coaching services provided that did not meet expectations
  • Re-performance or re-delivery of the coaching services
  • A review or adjustment to the coaching approach or methodology
  • Any other appropriate solution based on the nature of the complaint
 
6. Escalation Process

If you are not satisfied with the resolution provided, you may request that the
complaint be escalated to senior management. We will re-examine the situation and
ensure an appropriate solution is found.
If you remain dissatisfied after escalation, you may seek independent advice or use
alternative dispute resolution methods.

 
7. External Dispute Resolution

If we are unable to resolve your complaint to your satisfaction, you may contact an
independent alternative dispute resolution (ADR) service, such as:

  • The Small Business Commissioner (for business-related disputes)
  • The UK European Consumer Centre (for cross-border complaints)
  • Ombudsman Services (depending on the nature of the complaint)

    These organisations can help facilitate an independent resolution if the issue
    remains unresolved after we've completed our internal process.
 
8. External Dispute Resolution

We will handle all complaints with strict confidentiality. Any information shared will be
disclosed only to the necessary parties involved in investigating and resolving the
issue.

 

9. Continuous Improvement

We consider client feedback a vital part of our continuous improvement process. All
complaints provide an opportunity to enhance our services and those of our
franchisees. After resolving a complaint, we may review our practices, as well as
those of our franchise partners, to prevent similar issues in the future.

Thank you for giving us the opportunity to address any concerns you may
have. We are committed to your business’s success and will ensure that any
issues with our services are resolved in a timely and effective manner.

If you have any questions about this policy or need further assistance, please
contact us.

 

ActionCOACH UK
Broadlands Manor
Peckleton Lane
Leicester Forest West
LE9 9QU
United Kingdom
01284 701648
freedom@actioncoach.com