Complaints Against ANLP Policy

Complaints Against ANLP Policy

1. Purpose

This policy outlines the process for submitting, handling, and resolving complaints made against the Association for Neuro Linguistic Programming (ANLP), including its members, staff, or operations. ANLP is committed to upholding the highest standards of ethical practice and professionalism in the field of Neuro Linguistic Programming (NLP).

2. Scope

This policy applies to:

• Complaints made against ANLP as an organisation
• Complaints regarding ANLP staff, representatives, or Board members
• Complaints related to ANLP’s services, policies, procedures, or communications
• This policy does not cover complaints about ANLP members or accredited training providers. Those are addressed under the Complaints Policy.

3. Principles

• Fairness and Impartiality: All complaints will be handled objectively and without bias.
• Confidentiality: All complaints will be managed with appropriate confidentiality and data protection.
• Transparency: The process for lodging and resolving complaints is clear and accessible.
• Timeliness: Complaints will be acknowledged and resolved within reasonable timeframes.

4. How to Make a Complaint

Complaints must be submitted in writing and include:

• The complainant’s full name and contact details
• A clear description of the issue
• Relevant dates, supporting evidence, and details of any steps already taken
• The outcome the complainant is seeking

Complaints can be submitted via:

• Email: [email protected]
• Post: ANLP International CIC, The John Dickinson Enterprise Centre, Stationers Place, Apsley, Hemel Hempstead, HP3 9QU
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5. Complaint Process

Step 1: Acknowledgement

Upon receipt of the complaint, ANLP will acknowledge it in writing within 5 working days.

Step 2: Initial Review

An initial assessment will be conducted to determine whether:

• The complaint falls within the scope of this policy
• Additional information is needed from the complainant

This review is usually completed within 10 working days.

Step 3: Investigation

If accepted for formal review, a designated senior staff member or committee will investigate the matter. This may include:

• Reviewing documentation
• Contacting relevant individuals
• Seeking further clarification

The investigation will typically conclude within 30 working days, unless circumstances require more time, in which case the complainant will be notified.

Step 4: Outcome

ANLP will provide a written response detailing:

• Findings of the investigation
• Any actions taken or proposed
• Appeal options (if applicable)

6. Appeals

If the complainant is dissatisfied with the outcome, they may request a review by the ANLP Board or an independent advisor. The request must be made in writing within 14 days of receiving the outcome.

The appeal process will be completed within 30 days where possible, and the outcome of the appeal will be final.

7. Record-Keeping

All complaints and their outcomes will be recorded and retained securely for a minimum of 6 years, in accordance with data protection regulations.

8. Policy Review

This policy is reviewed annually or as required to ensure relevance and effectiveness.