nternational Meta Consciousness Academy

Complaints, Comments and Compliments Procedure

Last updated: 1 October 2025

IMCA’s Commitment to You

The International Meta Consciousness Academy (IMCA) is committed to providing high-quality, responsive and compassionate services at all times. We welcome feedback as an opportunity to learn and grow together.

We recognise that sometimes clients, students or associates may not be fully satisfied. For this reason we have a clear Complaints Procedure so that any concerns can be addressed promptly, fairly and with integrity.

Our ethos is restorative justice and conflict resolution wherever possible, with a focus on positive learning for all involved.

1. What is a Compliment?

A compliment is an expression of satisfaction or appreciation. Compliments help us celebrate what is working well. You can share these in person or by email at: helpmeatchangeahead@gmail.com

2. What is a Comment?

A comment is a view or suggestion about what we offer. It may be positive, neutral or constructive. Comments help us improve. Please send comments to: helpmeatchangeahead@gmail.com

3. What is a Complaint?

A complaint is an expression of dissatisfaction. It may be spoken, but for us to take formal action it must be submitted in writing.

All complaints should be submitted by email to: helpmeatchangeahead@gmail.com

If you need support to put your complaint in writing, you may also contact the IMCA Ethics Committee through the same email.

4. How to Make a Complaint

• We encourage you first to raise the concern directly with the practitioner, trainer, or IMCA group involved. Most issues can be resolved quickly and informally.

• If this is not possible or not satisfactory, please submit your complaint in writing.

• When IMCA receives a written complaint, we will:

  • Acknowledge receipt within 3 working days.

  • Keep you informed at agreed intervals during the process.

  • Notify the person who is the subject of the complaint and invite their response.

5. What Happens Next

• When we receive a practitioner’s response, we will aim to reply within 7 working days. If more time is required, we will inform you of the delay and provide an estimated timeframe.

• All complaints are handled with fairness, impartiality and confidentiality, in line with our Privacy Policy.

• The time limit for making a complaint is 12 months from the date of the incident. Complaints submitted later may not be investigated, although exceptions can be made in cases of safeguarding or serious misconduct.

• If a complaint is upheld, sanctions may be applied in line with the IMCA Disciplinary Code. Outcomes will always seek to include positive learning where possible.

6. Appeals

If you are not satisfied with the outcome, or if you are the subject of a complaint and do not accept the decision, you have the right to appeal.

• Appeals must be submitted within 28 days of receiving the complaint decision.

• Appeals will be reviewed by a member (or members) of the IMCA Management Team who were not involved in the original decision.

• The Ethics Committee will review the appeal report. Where needed, mediation may be offered.

7. Relationships with Other Professional Organisations

IMCA maintains links with other professional bodies. Where a complaint against an IMCA practitioner is upheld, we may notify other organisations to which that practitioner belongs.

Most professional memberships require members to self-report complaints to their accrediting body.

Any IMCA provider dismissed from membership of another professional organisation for misconduct may also be dismissed from IMCA membership.

8. Practitioner, Associate and Student Responsibilities

When a complaint is raised, practitioners, associates and students must:

• Respond promptly and respectfully when notified.

• Cooperate fully with the Ethics Committee’s investigation.

• Maintain confidentiality and avoid discussing the complaint with third parties.

• Avoid retaliation of any kind.

• Use the process as an opportunity for reflection and learning.

9. Confidentiality and Data Protection

All complaints are handled in accordance with GDPR and our Privacy Policy. Information shared in the course of a complaint will be used only for the purpose of investigation, resolution and service improvement.

10. Summary

We welcome compliments to celebrate what works well, comments to help us improve, and complaints so that we can learn and resolve issues fairly.

We are committed to ensuring that feedback is heard, respected and acted upon with care and integrity.