Complaints Procedure 

Glow Society is an accredited member of the International Authority for Professional Coaching & Mentoring (IAPC&M) and is committed to having a positive attitude to complaints, recognising that it contributes to the improvement of the service we provide and you receive. 

If you are unhappy with the service, it is important that you feel able to address this with us. Any complaint will be listened to and taken seriously, and be resolved promptly and fairly. 

In the event of a complaint, Glow Society will aim to provide means of redress for any client who feels they have not received the service according to the agreed contract, or within the boundaries of the Code of Professional Conduct for the International Authority for Professional Coaching & Mentoring. 

Making a Complaint 

Q. When should I complain? 

A. If you have a complaint, you should raise it as soon as possible and within three months of the event which has given rise to the complaint or within three months of becoming aware that there was cause for complaint. 

Q. How do I complain? 

A. Complaint can be made formally in writing to or informally through discussion. 

Q. Who do I complain to? 

A. In the first instance, your complaint must be registered with us as your service provider. 

Informal stage Glow Society aims to be able to deal with the majority of concerns or complaints informally through discussion, exploration, understanding and negotiation. 

Making a Formal Complaint 

A formal complaint must be made in writing and be clearly identified as a formal complaint. 

All formal complaints should be addressed to Lucy Crane or Stacey Knight-Jones and sent to 

Once a complaint is received, an acknowledgement will be sent. We will carry out an investigation, or, where appropriate, appoint someone else to do so. Investigations will be carried out as soon as reasonably practicable. 

The outcome of the investigation will be sent to you in writing within 21 days. 

If you are unhappy with the outcome you may appeal the decision within 14 days, clearly stating why you disagree with the outcome. We will review your comments and respond appropriately within 14 days of receipt. 

If you are still unhappy with our decision you can escalate your complaint to the IAPC&M – 

As a final redress, you can contact the International Regulator for Coaching & Mentoring (IRCM). 


All complaints received will be treated in confidence and only shared with the International Authority for Professional Coaching & Mentoring in the event of the complaint being escalated to them.