ANLP Complaints Policy

Stage 1 - INTRODUCTION

Aim 
The aim of the Complaints Procedure is to afford protection to the public and to protect the name of ANLP and the profession of NLP as conducted by individual Members of ANLP.

Whilst a complaint is in progress, it is expected that all documentation and communication relating to that complaint are treated as strictly confidential by all parties involved. Depending on the results of a complaint, ANLP may publicise the results in accordance with the terms detailed below.

Bringing a complaint
A complaint can be brought by either:
•    A member of the public seeking or using a service provided by a Member of ANLP
•    A third party representative of the person seeking or using the service provided by a member of ANLP, if     
o    the person is a minor (ie under 18) 
o    is classed as a vulnerable adult who cannot make their own representations.***
In these cases, ANLP requires evidence to indicate they have authorisation to act as a third party representative. 
***Note:  Please refer to the ANLP Safeguarding Policy - Glossary for the ANLP definition of a vulnerable adult.

Complaints against non-members
ANLP cannot deal with complaints against individuals or organisations who were not members of the Association at the time of the alleged complaint.

Timescale
A complaint must be lodged within 6 months of the alleged breach.

Validity
The complaint must satisfy the following conditions:
a)    It is brought in accordance with the criteria listed above.
b)    The allegation is of a breach of a specific clause or clauses of the relevant ANLP Code of Ethics or ANLP Trainers Code of Ethics in force at the time the alleged breach occurred.
c)    The Member complained against is named and was a Member of ANLP at the time the alleged breach occurred.
d)    It is in writing, signed and received by ANLP.
A complaint not satisfying the above conditions will be rejected.

Dual accountability

ANLP may decide to hear a complaint against a member when another organisation is involved in a similar process arising out of the same substantive matters. Where a complaint is being heard against a member by a Statutory Regulatory agency or any other legal process, ANLP will defer to their process. On completion of any statutory or legal process, ANLP will pick up the complaint, taking into account any findings by the Statutory Regulatory Agency. If another agency is involved which is non regulatory, ANLP reserves the right to work in conjunction with that agency and hear the complaint jointly.

Resolution
Before making a complaint to ANLP, the Complainant is expected to attempt to resolve the issue with the Member. The Complainant must demonstrate that all informal channels, internal processes and procedures have been exhausted. If local resolution is impossible or inappropriate, an explanation as to why this is the case will be required.

Findings
ANLP reserves the right to distribute any findings upheld against a member where it considers it right and just to do so in all circumstances. The decision of the Complaints Panel, together with details of any sanction, may be published in Rapport Magazine and/or the ANLP website in such detail as deemed appropriate to the findings and at its discretion. Such decisions will be based on considerations of public interest and the severity of the findings.

Stage 2 - COMPLAINTS PROCESS

Stage 3 - PROFESSIONAL CONDUCT HEARING

Downloads

PDF - Complaints Policy, including Complaints Process and Professional Conduct Panel Hearing 

Word Doc - Complaints Form 

PDF - Complaints Process Flow Chart

PDF - Professional Conduct Hearing Process Flow Chart