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Last updated: 18.9.26
Why this exists
Why this exists
Coaching works on trust. If something I've done has left you unhappy, I'd much rather hear about it than not — it gives me the chance to put it right, and it makes me a better coach.
Raising a complaint will never affect how you're treated. You won't be dropped as a client for complaining, and it won't change the quality of the coaching you receive.
What you can complain about
What you can complain about
Anything to do with the service: how a session was conducted, something I said or did, scheduling, fees and invoicing, confidentiality, or how I've handled your personal information.
Step 1 — Talk to me
Step 1 — Talk to me
Most things are resolved fastest by saying them out loud. If you're comfortable raising it directly, either in a session or by email, please do. I'll listen properly rather than defending myself, and we'll agree what happens next.
Email: coaching@beemcmanus.com
Step 2 — Make a formal complaint
Step 2 — Make a formal complaint
If an informal conversation doesn't resolve it, or you'd rather skip straight to a formal complaint, put it in writing to the same address.
It helps if you can include:
what happened, and roughly when
why it's a problem for you
what you'd like me to do about it
What I'll do:
If it's going to take longer than 21 days — for example if I'm away or it's complicated — I'll tell you before that deadline and give you a revised date.
A note on supervision: like most coaches, I discuss my practice with a professional supervisor. To look properly at a complaint I may need to discuss it with them, which can mean identifying you. My supervisor is bound by the same confidentiality obligations I am. If you'd prefer I didn't, tell me — although it may limit how thoroughly I can review what happened.
Possible outcomes: I may uphold your complaint in full or in part, or explain why I don't agree with it. Where something has gone wrong I'll say so, apologise, explain what I'm changing, and where appropriate offer a refund or credit for the sessions affected.
Step 3 — If you're still not satisfied
Step 3 — If you're still not satisfied
Coaching is not a regulated profession in the UK, so there is no statutory body overseeing coaches. That makes it more important to me that I handle complaints properly myself.
Complaints about your personal information. If your complaint is about how I've handled your data, you can go to the Information Commissioner's Office at any point — you don't have to come to me first, though I'd appreciate the chance. ICO: ico.org.uk, 0303 123 1113.
Consumer rights. If the complaint is about the service you paid for, you also have rights under the Consumer Rights Act 2015, and can seek advice from Citizens Advice on 0808 223 1133.
Records
Records
I keep a record of complaints and how they were resolved, held separately from coaching notes, for 7 years. This is so I can spot patterns in my own practice and evidence how I've handled things. Complaint records are confidential and not shared beyond what's described above.
Anonymity
Anonymity
You can ask me to keep your complaint confidential, and I will as far as I'm able. I can't investigate a complaint made entirely anonymously, but I'll still take the substance of it seriously.
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