Complaint and Grievance Policy

Core Values Recovery Level 1 Coach Training Program

Purpose

Core Values Recovery is committed to maintaining high standards of educational quality and professional conduct. This policy provides a clear, fair process for participants to voice concerns, file complaints, or resolve grievances related to the program.

Scope

This policy applies to complaints or grievances regarding:

• Program content, quality, or delivery
• Faculty conduct or performance
• Discrimination or harassment
• Grading or evaluation disputes
• Billing or financial matters
• Violation of program policies
• Accessibility or accommodation issues
• Any other matter affecting a participant’s experience

Informal Resolution (Encouraged First Step)

Before filing a formal complaint, we encourage participants to attempt informal resolution:

1. Direct Communication: If comfortable, speak directly with the person involved (fellow participant, instructor, etc.)
2. Program Coordinator: Contact the program coordinator to discuss the concern informally
3. Mediation: Request a facilitated conversation with the involved parties

Many concerns can be resolved quickly through open communication. We support participants in these conversations and will provide facilitation if requested.

Formal Complaint Process

If informal resolution is unsuccessful, inappropriate, or the participant prefers a formal process, follow these steps:

Step 1: Submit Written Complaint

Timeline: File within 30 days of the incident or when you became aware of the issue

How to Submit:

• Email: clay@corevaluesrecovery.com
• Subject line: “Formal Complaint - [Your Name]”
• Include:
  • Your name and contact information
  • Date(s) of the incident(s)
  • Detailed description of the concern
  • Names of individuals involved
  • Any supporting documentation
  • Previous attempts at informal resolution (if applicable)
  • Desired outcome or resolution

Acknowledgment: You will receive written acknowledgment of your complaint within 3 business days.

Step 2: Investigation

Timeline: 10-15 business days from acknowledgment

Process:

1. Program Director reviews the complaint
2. Interviews are conducted with all relevant parties
3. Evidence and documentation are gathered
4. Applicable policies are reviewed
5. A determination is made

Confidentiality: All complaints are handled with discretion. Information is shared only with those who need to know to conduct a fair investigation.

Step 3: Resolution

Timeline: Written response within 15 business days of initial filing

Response Includes:

• Summary of the investigation
• Findings and conclusions
• Action to be taken (if any)
• Rationale for the decision
• Appeal rights (if applicable)

Step 4: Appeal (If Desired)

Timeline: Submit appeal within 10 business days of receiving the resolution

Grounds for Appeal:

• New evidence not available during initial investigation
• Procedural errors that affected the outcome
• Disproportionate action taken

Appeal Process:

• Submit written appeal to [designated external reviewer or board]
• Include specific grounds for appeal and supporting evidence
• Final decision issued within 15 business days

Specific Complaint Types

Academic/Evaluation Disputes

If you disagree with a grade, evaluation, or assessment:

1. Review the feedback and rubric carefully
2. Discuss your concern with the evaluator within 5 business days
3. If unresolved, submit formal complaint with:
   • Copy of the evaluation in question
   • Specific points of disagreement
   • Evidence supporting your position

Discrimination or Harassment

Complaints involving discrimination or harassment receive priority handling:

1. Can be filed confidentially
2. Investigation begins immediately
3. Interim protective measures may be implemented
4. External investigator may be engaged for serious matters

Financial/Billing Disputes

For billing errors or payment disputes:

1. Contact billing department first: [billing email]
2. Provide account number and detailed explanation
3. Include copies of receipts, statements, or correspondence
4. Resolution typically within 5-7 business days

Participant Rights

Throughout the complaint process, you have the right to:

• File a complaint without fear of retaliation
• Be treated with respect and dignity
• Have your complaint taken seriously
• Receive timely updates on the status of your complaint
• Bring a support person to meetings (non-lawyer)
• Access all evidence considered in the investigation
• Receive a written explanation of the decision
• Appeal decisions when appropriate

Retaliation Prohibited

Core Values Recovery strictly prohibits retaliation against anyone who:

• Files a complaint in good faith
• Participates in an investigation
• Supports someone filing a complaint

Retaliation is a separate violation and will result in disciplinary action.

External Complaint Options

Participants always have the right to file complaints with external bodies, including:

ICF (International Coaching Federation)

• For accreditation or ICF Code of Ethics violations
• Email: icfheadquarters@coachingfederation.org
• Website: https://coachingfederation.org

State Education Department (if applicable)
[To be added based on state registration]

Consumer Protection Agency
[To be added based on jurisdiction]

Record Keeping

• All formal complaints are documented and retained for 7 years
• Complaint records are kept separate from student academic files
• Aggregate complaint data is reviewed annually for program improvement
• Personally identifying information is redacted in annual reports

False Complaints

While we take all complaints seriously, knowingly filing a false complaint or providing false information during an investigation is a violation of the program’s Code of Conduct and may result in:

• Warning
• Probation
• Dismissal from the program (in severe cases)

Annual Review

This policy is reviewed annually and updated as needed to ensure:

• Compliance with applicable laws and regulations
• Alignment with ICF accreditation standards
• Continuous improvement based on participant feedback
• Clarity and accessibility for all participants

Questions

For questions about this policy or the complaint process, contact:

Clay Johnson, Program Director
Email: clay@corevaluesrecovery.com
Phone: [to be added]

Effective Date: [to be added]
Last Reviewed: 2026-02-13
Next Review: [Annual]