At The Coaching Masters, we're dedicated to providing exceptional service and ensuring our members feel valued and heard. However, we recognise that sometimes things may not go as expected. If you have a concern or complaint, we want to hear from you so we can put things right and continue to improve.
Submitting a Formal Complaint
1- Visit Our Contact Page at https://thecoachingmasters.com/contact
2- Initiate Support Chat via the Submit A Ticket option.
In your email, please include:
-Your full name and contact details
-A clear description of your complaint
-Any relevant supporting documents or screenshots
-The outcome you are hoping for
-This helps us understand the situation fully and respond efficiently.
Terms & Conditions
Please note that all complaints are handled in accordance with our official Terms & Conditions, which are agreed upon by each customer when signing up for any of our products or services. These terms outline the scope of our services, your rights as a customer, and our responsibilities as a provider.
You can review our full Terms & Conditions here: thecoachingmasters.com/terms-conditions
For full transparency around our accreditations, certifications, and governance standards, we’ve made all relevant information publicly accessible here: thecoachingmasters.com/governance
We encourage all potential clients and members to review this page as part of their due diligence before signing up for any of our services.
Who Handles My Complaint?
All complaints will initially be reviewed and handled by our Customer Service Team.
If needed, the complaint will be escalated to our Head of Customer Service and Business Integrator for a more in-depth review and resolution.
What Happens Next?
Acknowledgement
You’ll receive an acknowledgement email within 3 working days of us receiving your complaint, confirming that it’s being reviewed.
Investigation
We’ll then begin a thorough review, which may involve speaking with relevant members or reviewing communications and records.
Response
You’ll receive a detailed written response within 14 working days. If we need more time to properly investigate, we’ll keep you informed and let you know when to expect an update or outcome.
Resolution
If your complaint is upheld, we’ll explain what went wrong and outline the steps we’re taking to put things right. This could include an apology, a corrective action, or, in some cases, compensation.
If you're not satisfied with the outcome, you're welcome to respond, and we’ll review the matter further
Our Commitment to You
We handle all complaints with care, discretion, and integrity. Your feedback helps us grow, and we’re committed to using it to continuously improve the experience we offer.
Thank you for helping us maintain the high standards we believe in here at The Coaching Masters.
