Complaints Policy and Procedure

Total Family Coaching is committed to providing a quality service for its clients and working in an open and accountable way that builds the trust and respect of all our stakeholders. One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers and stakeholders, and, in particular, by responding positively to complaints, and by putting mistakes right.
Therefore, we aim to ensure that:

·       making a complaint is as easy as possible;
·       we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response;
·       we deal with it promptly, politely and, when appropriate, confidentially;
·       we respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc;
·       we learn from complaints, use them to improve our service, and review annually our Complaints Policy and Procedures.
We recognise that many concerns will be raised informally, and dealt with quickly.
Our aims are to:
·       resolve informal concerns quickly;
·       keep matters low-key;
·       enable mediation between the complainant and the individual to whom the complaint has been referred.

An informal approach is appropriate when it can be achieved. If concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.
Definition: Total Family Coaching defines a complaint as 'any expression of dissatisfaction (with Total Family Coaching, with its Directors or a member of staff or that relates to Total Family Coaching and that requires a formal response'.
Purpose: The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.
Total Family Coaching’s responsibility will be to:
·       acknowledge the formal complaint in writing;
·       respond within a stated period of time;
·       deal reasonably and sensitively with the complaint;
·       take action where appropriate.

A complainant's responsibility is to:
·       bring their complaint, in writing, to Total Family Coaching's attention normally within 8 weeks of the issue arising;
·       raise concerns promptly and directly with a member of staff in Total Family Coaching;
·       explain the problem as clearly and as fully as possible, including any action taken to date;
·       allow Total Family Coaching a reasonable time to deal with the matter;
·       recognise that some circumstances may be beyond Total Family Coaching’s control.
Responsibility for Action: Directors and Employees of Total Family Coaching.
Confidentiality: Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Total Family Coaching maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own merit). Should this be the case, the situation will be explained to the complainant.
Monitoring and Reporting: Directors of Total Family Coaching will receive annually report of complaints made and their resolution.
Formal Complaints Procedure
Stage 1
In the first instance, if you are unable to resolve the issue informally, you should write to the member of staff who dealt with you, or their manager, so that he or she has a chance to put things right. If your complaint concerns a director, rather than a member of Total Family Coaching’s staff, you should write formally to the individual concerned. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.
You can expect your complaint to be acknowledged within 3 working days of receipt. You should get a response and an explanation within 15 working days. If you are unsure which member of Total Family Coaching staff to write to, your complaint should be sent to Total Family Coaching’s Director.
Our contact details can be found on the Contact Us part of the Total Family Coaching Website.
Stage 2 and Final Stage
If you are not satisfied with the initial response to the complaint then you can write to Total Family Coaching’s second director and ask for your complaint and the response to be reviewed. You can expect the director to acknowledge your request within 3 working days of receipt and a response within 15 workings days.
Total Family Coaching's aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently, timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.

This stage is the final stage of your complaint that can be dealt by internally by Total Family Coaching.

External Stage
The complainant can complain to the Companies House at any stage.
Information about the kind of complaints the Companies House can involve itself in can be found on their website at:

4th of April 2017