Complaint and Grievance Policy

Purpose

Tandem Coaching Academy is the coach education division of Tandem Coaching Partners, LLC (“Tandem”). This policy explains how anyone can raise a concern about Tandem’s education, how Tandem reviews it, how long each step takes, and how to appeal a decision. Its goal is to resolve concerns fairly, quickly, and at the lowest level that works.

The policy expands on the complaint process in Tandem’s Additional Terms and Conditions and uses the same timelines. It does not change any refund, cancellation, or other right under those terms.

Who Can Use This Policy

• Learners enrolled in, or who have completed, a Tandem program or course.
• Purchasers who paid for a learner’s enrollment, such as an employer.
• Applicants and members of the public with a concern about Tandem’s education, marketing, or conduct.

A complaint can be about instruction, faculty or mentor coach conduct, assessments, certificates, administration, billing, accessibility, discrimination or harassment, marketing claims, or the handling of personal information.

What This Policy Does Not Cover

Some matters have their own process. Tandem will point the person to the right one.

• Refund, cancellation, and deferral requests are decided under the Additional Terms and Conditions. A complaint may ask whether those terms were applied correctly, but it does not create a new right to a refund.
• Removal for misconduct is reviewed only through the narrow post-removal review in the Additional Terms and Conditions.
• Assessment and completion decisions use the assessment review described below.
• ICF credential decisions, such as credential applications, exams, and renewals, belong to the International Coaching Federation (ICF) and its own appeal process.
• Payment disputes filed with a bank or card network. Tandem may pause a complaint about the same charge until the dispute closes, so the same amount is not recovered twice.
• Requests to access, correct, or delete personal information are handled under Tandem’s Privacy Policy.
• Disputes with faculty or contractors about their own agreements are handled under those agreements.
• Matters already before a court, arbitrator, or regulator.

How to Raise a Concern

Step 1: Talk to us informally

Many concerns are resolved fastest by raising them with the instructor, mentor coach, or Tandem team member involved, or by writing to hello@tandemcoach.co. This step is optional. Anyone may go straight to a formal complaint.

Step 2: Make a formal complaint

Send a written complaint to hello@tandemcoach.co. Include:

• your name and contact details;
• the program, course, or service involved;
• what happened, with dates;
• any supporting documents or messages;
• the resolution you are asking for.

Please make a complaint within 90 calendar days of the event, or of when you first became aware of it. Tandem may decline to open a formal review of an older complaint unless there is a good reason for the delay.

Do not include a coaching client’s confidential information in a complaint unless it is necessary. Where it is, remove identifying details.

How Tandem Reviews a Complaint

1. Acknowledgment. Tandem acknowledges a formal complaint within five Business Days.
2. Review. The Managing Director, or a person the Managing Director appoints who was not involved in the matter, reviews the complaint. The reviewer may ask the person who complained, faculty, staff, or other learners for information, and may review records such as attendance, recordings, assessments, and correspondence.
3. Information requests. If the reviewer asks the person who complained for information and receives no reply within 14 calendar days, Tandem may close the complaint. It can be reopened if the information arrives within 30 days of closure.
4. Written response. Tandem aims to send a written response within 21 calendar days of acknowledgment. If a matter is complex, Tandem will explain the delay and give a new target date.

A Business Day is Monday through Friday, excluding United States federal holidays, as defined in the Additional Terms and Conditions.

Possible outcomes

Depending on the facts, a response may include an explanation, an apology, a correction, a re-assessment, a make-up session or a seat in a future cohort, a change to Tandem’s materials or processes, or action involving a faculty member or learner. A refund or credit is given only where Tandem’s terms or the law provide for one. This policy does not otherwise create a right to money or compensation.

Appeals

A person who is not satisfied with Tandem’s response may appeal in writing to hello@tandemcoach.co within 10 calendar days of receiving it. The appeal must explain which of the following grounds applies:

• important new information that was not available during the review;
• a material factual error in the response; or
• a failure to follow this policy.

Disagreement with the outcome alone is not a ground for appeal.

The appeal is decided by a Tandem leader who was not involved in the first decision: the Chief Executive Officer or the Managing Director. If both were involved, Tandem appoints a senior faculty member or an outside reviewer who was not. Tandem aims to decide an appeal within 21 calendar days. The appeal decision is final within Tandem.

Assessment and Completion Decisions

Assessments of coaching skill, including evaluations against ICF’s competency standards, involve professional judgment. A learner may request a review of an assessment result or completion decision within 14 calendar days of receiving it, by writing to hello@tandemcoach.co. The request must show at least one of the following:

• the assessment did not follow the published process or criteria;
• the decision relied on a material factual error, such as the wrong recording or missing work; or
• the evaluator had a conflict of interest or showed bias.

If a ground is shown, a different qualified evaluator reviews the same work, and that result stands. A request that only disagrees with the evaluator’s professional judgment will not be re-reviewed. Assessment reviews are not subject to a further appeal under this policy.

Discrimination, Harassment, and Safety

Tandem does not tolerate discrimination or harassment in its programs. Report concerns about discrimination, harassment, threats, or safety to hello@tandemcoach.co as soon as possible. Tandem may take interim steps while it reviews the matter, such as moving a learner to a different practice group or pausing a person’s access. Tandem may also act under the conduct rules in the Additional Terms and Conditions.

Escalation to ICF

Tandem asks that people complete this process first, so Tandem has the chance to put things right. As an ICF-accredited provider, Tandem also takes part in ICF’s complaint process for accredited organizations. Anyone who believes Tandem has breached ICF’s Code of Conduct for accredited providers may raise it with ICF through the International Coaching Federation’s website. Concerns about an individual coach’s ethics under the ICF Code of Ethics can be raised through ICF’s ethics review process.

Fair Treatment

• No retaliation. Tandem will not treat anyone less favorably for making a complaint in good faith, including in assessments, access, or future enrollment.
• Confidentiality. Tandem shares complaint details only with the people who need them to review and resolve the matter, with ICF when its processes require it, or when the law requires.
• Anonymous complaints. Tandem accepts them, but may not be able to investigate fully or respond to the person who made them.
• Purchasers and learners. Either may complain. Any refund or credit that results goes to the purchaser, as the Additional Terms and Conditions describe.

Abusive, repeated, or bad-faith complaints

Tandem may decline to review, or may close, a complaint that is abusive or threatening, repeats a matter already decided without new information, or is made in bad faith. Tandem may also set reasonable limits on contact, such as a single point of contact or written communication only. Abusive behavior toward Tandem staff, faculty, or learners may be handled under the conduct rules in the Additional Terms and Conditions.

Records and Improvement

Tandem keeps a record of every formal complaint and appeal: the date, the nature of the complaint, the steps taken, the outcome, and any changes made as a result. These records are kept for at least seven years and may be shared with ICF during accreditation review. The Managing Director reviews complaint records at least once a year to find patterns and improve Tandem’s programs.

Staff and Faculty

• Faculty, mentor coaches, and staff receive this policy when they join and whenever it changes.
• Anyone at Tandem who receives a complaint forwards it to hello@tandemcoach.co within two Business Days.
• Faculty and mentor coaches do not promise refunds, credits, or outcomes. Those decisions are made under this policy and the Additional Terms and Conditions.
• Faculty and staff do not discuss a complaint with other learners.

Your Legal Rights

Nothing in this policy limits a right or remedy that applicable law does not allow Tandem to exclude. Using this process does not pause a legal deadline for bringing a claim. Tandem’s Terms and Conditions govern any legal claim, including governing law and where a claim may be brought.

Contact

Tandem Coaching Partners, LLC (Tandem Coaching Academy)
104 E Ovilla Rd, Red Oak, TX 75154-1278
hello@tandemcoach.co · 1-855-51-COACH

Revision History

• October 3, 2026Version 1.0: First issue, written to meet ICF’s complaint and grievance policy requirement for accredited providers