COMPLAINTS & APPEALS POLICY

Yes I Can Method
Operated by Rebecca Lockwood Consultancy Ltd
Company Number: 11909731

Registered Office:
Unit 14B-D Britannia Mills
Britannia Road
Slaithwaite
Huddersfield
HD7 5HE

Email: hello@yesicanmethod.com

Last Updated: 3rd June 2026

1. PURPOSE OF THIS POLICY

We are committed to providing high-quality training, coaching, certification and educational services.

This Complaints & Appeals Policy outlines how participants can raise concerns, complaints or appeals and how we will handle them fairly, consistently and transparently.

This policy applies to:

  • All certification programmes
  • Coaching and mentoring services
  • Memberships and communities
  • Events and retreats
  • Online courses and training
  • Practitioner assessments and certification decisions

2. PRINCIPLES

We aim to:

  • Treat all complaints seriously and respectfully
  • Resolve issues as quickly as possible
  • Ensure fairness and transparency
  • Maintain confidentiality where appropriate
  • Use complaints as an opportunity to improve our services

3. INFORMAL RESOLUTION

Where possible, we encourage participants to raise concerns informally in the first instance.

Many issues can be resolved quickly by contacting:

hello@yesicanmethod.com

We will always aim to resolve concerns at this stage where appropriate.

4. FORMAL COMPLAINTS PROCESS

If a concern cannot be resolved informally, you may submit a formal complaint.

4.1 Submitting a Complaint

All formal complaints must be submitted in writing to:

hello@yesicanmethod.com

Please include:

  • Your full name
  • Programme or service involved
  • Clear description of the issue
  • Relevant dates or evidence
  • Desired outcome

4.2 Acknowledgement

We will acknowledge receipt of your complaint within a reasonable timeframe, typically within 7 working days.

4.3 Investigation

We will:

  • Review all relevant information
  • Consult relevant trainers or team members
  • Consider supporting evidence
  • Maintain confidentiality where appropriate

4.4 Outcome

Following investigation, we will provide a written response outlining:

  • Findings
  • Decision
  • Any actions to be taken (if applicable)

We aim to resolve complaints fairly and proportionately.

5. LIMITATIONS

We cannot consider complaints relating to:

  • Dissatisfaction with certification outcomes where assessment criteria have been applied correctly
  • Subjective differences in teaching style or delivery approach
  • Requests for refunds outside of our Refund & Cancellation Policy
  • Issues raised significantly after programme completion (unless serious in nature)

6. CERTIFICATION APPEALS

This section applies specifically to certification decisions.

If a student believes that a certification decision was unfair, they may submit an appeal.

6.1 Grounds for Appeal

Appeals may be considered where:

  • There is evidence of administrative error
  • Assessment procedures were not followed correctly
  • There is evidence of unfair treatment or bias
  • New relevant information is available that was not previously considered

Disagreement with the outcome alone is not sufficient grounds for appeal.

6.2 Submitting an Appeal

Appeals must be submitted in writing to:

hello@yesicanmethod.com

Please include:

  • Your full name
  • Programme name
  • Details of the certification decision
  • Reason for appeal
  • Supporting evidence

6.3 Appeal Review Process

Appeals will be reviewed by a senior member of the team who was not directly involved in the original assessment decision where possible.

We will:

  • Review original assessment records
  • Consider any new evidence
  • Reassess fairness of process

6.4 Appeal Outcome

Possible outcomes include:

  • Confirmation of original decision
  • Reassessment opportunity
  • Additional training requirement
  • Adjustment of certification outcome where appropriate

The decision following an appeal is final.

7. CONFIDENTIALITY

All complaints and appeals will be handled confidentially where possible.

Information may be shared internally only where necessary to investigate and resolve the issue.

8. VEXATIOUS OR UNREASONABLE COMPLAINTS

We reserve the right to decline to respond to complaints or appeals that are:

  • Repeated and previously addressed
  • Vexatious or malicious in nature
  • Abusive or disrespectful
  • Without reasonable grounds

9. RECORD KEEPING

We may retain records of:

  • Complaints
  • Appeals
  • Outcomes
  • Communications

for quality assurance, training and compliance purposes.

10. POLICY REVIEW

We reserve the right to update this policy from time to time.

The most current version will always be available on our websites.

11. GOVERNING LAW

This policy is governed by the laws of England and Wales.

Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.