Last updated: July 2026
Version 4
© Nadine Powrie Consultancy Limited. All rights reserved.
In this policy, "I" means Nadine Powrie acting for Nadine Powrie Consultancy Limited. Your contract is with the Company.
I want you to have a good experience of working with me. If something goes wrong, I would rather hear about it than not.
This policy explains how to raise a concern about my coaching, mentoring, consultancy, facilitation, training, mediation, Strengthscope® debriefs, digital products, invoicing or administration, and what I will do about it.
It applies whether you are a client, a participant in work commissioned by your organisation, or someone else directly affected by my work. If your contract with me sets out a different complaints process, that contract takes precedence.
Most concerns are resolved quickly in a conversation. If you are comfortable doing so, please raise the matter with me directly as soon as you can.
This step is optional. If the matter is serious, or a conversation would not be appropriate, go straight to a formal complaint.
Email npowrie@nadinepowrie.com with the subject line Formal complaint. If email does not work for you, write to the registered office in the Contact section below or tell me what would work better.
Please tell me:
your name and how to contact you
which service or event this concerns, and when
what happened and why you are dissatisfied
what outcome you are looking for
Please complain within six months of the event, or of becoming aware of it. I will still consider a later complaint if there is a good reason for the delay and I can still look into it fairly.
You can complain in English or French, and I will reply in the language you use. If you need this policy or my response in another format — large print, plain text, or by telephone with a written record — tell me and I will make reasonable adjustments so that you can use this process. There is no charge for making a complaint.
I will consider an anonymous complaint, but anonymity may limit what I can investigate and may mean I cannot respond to you or acknowledge receipt.
I will acknowledge your complaint within three working days and give you a written response within 10 working days of that acknowledgement. If I need longer — because the matter is complex, or I am waiting for information — I will tell you why and give you a new date, normally no later than 20 working days.
I work internationally and am sometimes away for extended periods. If your complaint arrives while I am away, you will still get an acknowledgement within three working days, and it will tell you when you can expect a full response.
My response will tell you whether I uphold your complaint in full, in part or not at all, explain my reasoning, and set out anything I intend to do as a result. That might be an explanation, an apology, correcting an error, redoing or rescheduling work, a proportionate refund or credit, or a change to how I work. It might also be no further action, with reasons.
Who considers your complaint. No one decides a complaint about their own conduct.
If your complaint is about invoicing, scheduling, digital products, website or administration, and you are not satisfied with my response, you may ask my co-director, Phil Powrie, to review it. He has no part in delivering the services and will look at the matter afresh. Email philpowrie@nadinepowrie.com within 10 working days of my response, marking your message For the attention of the other director. He will reply within 10 working days.
If your complaint is about my professional conduct as a coach, mediator, facilitator, consultant or adviser, that internal review is not available: this is a two-director company and I deliver the work myself, so I cannot offer a genuinely independent second view. In that case you have two options. Tell me and I will appoint a suitably qualified independent person, at my cost, to consider your complaint and report back to us both. Or go directly to an external body — the section If you are still not satisfied explains how.
Work delivered by an associate or subcontractor on my behalf is covered by this policy. I remain responsible for it.
You can take a complaint to an external body at any point. You do not have to exhaust my process first.
Coaching or mentoring conduct — EMCC, under its complaints and disciplinary procedure: governance@emccuk.org
Mediation conduct — Civil Mediation Council: Complaints@civilmediation.org
Use of your personal data — the Information Commissioner’s Office at ico.org.uk, though I would welcome the chance to put it right first
I will give you contact details on request and will co-operate fully with any external process.
School inspection. When I work as a lead or team inspector for British Schools Overseas or any other framework, I act for the appointed inspectorate, not for this company. Complaints about an inspection — its conduct, process or findings — must go to the inspectorate that appointed the team, under its own procedure, and ultimately to the Department for Education. I will pass such complaints on. This does not apply to pre-inspection preparation or advisory work commissioned directly from me, which is covered by this policy.
Work commissioned by your organisation. Where your employer or school commissioned the work, their own complaints or safeguarding procedure may apply. I will point you to the right route. I will usually need to tell the commissioning organisation that a complaint has been made, and I will tell you before I do.
Mediation. Mediation is confidential and without prejudice under the Agreement to Mediate. I can look at matters outside that protection — my neutrality, conflicts of interest, fees, accessibility, administration — but I will not disclose what was said in a mediation, or in any private session, unless every party agrees in writing or the law requires it. If confidentiality stops me answering something, I will say so plainly.
Psychometric instruments. How I run a Strengthscope® debrief is my responsibility, not the publisher’s — how the session is conducted, what I tell you, whether I explain your report properly, and any advice I give on the back of it. Complain to me about any of that and it is covered by this policy in the ordinary way. The one thing outside my control is the design, scoring and validity of the instrument itself, which belongs to Strengthscope Limited. If that is your concern, tell me and I will raise it with them as the licensed practitioner.
Safeguarding. A concern about a child or an adult at risk may be referred straight to the relevant designated safeguarding lead or authority. This will not wait for the complaints timetable, and I will not seek your consent first where doing so would put someone at risk. If anyone is in immediate danger, contact the emergency services.
If you bought a service or digital product from me personally rather than through an organisation, and we cannot resolve your complaint, I will give you details of a certified alternative dispute resolution provider and confirm in writing whether I am willing to use them. ADR is voluntary for both of us and does not affect your right to go to court.
Downloadable workbooks, recordings and similar content are supplied immediately. At checkout you are asked to agree to immediate supply and to acknowledge that you lose the 14-day right to cancel once the download starts. Where that agreement was not obtained, the 14-day right applies as normal.
Nothing in this policy affects your statutory rights, including under the Consumer Rights Act 2015.
Confidentiality and records. I will share information about your complaint only with people who need it to resolve it or to meet a legal or safeguarding duty. I keep a proportionate record of complaints, normally for up to six years, and then delete it securely. My response may withhold information about another person.
Invoices. A complaint does not on its own pause payment, but I will not chase or charge interest on a disputed amount while I am considering your complaint. Undisputed amounts remain payable.
Insurance and liability. I hold professional indemnity and public liability insurance. If a complaint might lead to a claim, I have to notify my insurers and may need advice before responding — I will tell you if that affects timescales. Looking into a complaint, or offering a remedy, is not an admission of liability.
Conduct. A complaint is not unreasonable just because it is persistent or strongly put. But I may set proportionate limits on contact that is abusive, threatening, discriminatory or knowingly false. I will explain any limit in writing, say how long it lasts, and keep a route open for you to discuss the substance of your complaint.
No detriment. You will not be treated less favourably for raising a concern.
Email: npowrie@nadinepowrie.com
Registered office: The Old Bakery, 90 Camden Road, Tunbridge Wells, Kent, TN1 2QP
Company: Nadine Powrie Consultancy Limited, company number 10279740, registered in England and Wales
This policy is governed by the law of England and Wales. Where an engagement contract specifies otherwise, that contract prevails.
Related documents: Privacy Policy; Data Handling and Confidentiality Policy; engagement contract or terms of business
Approved by Nadine Powrie, Director.