The Gentle Path Coaching
Complaints Policy
Last updated: October 2026 | Review date: October 2027
1. Our Commitment
Gentle Path Coaching is committed to providing high-quality, professional, and ethical coaching services to all clients and their families. We take any concerns or complaints seriously and aim to resolve them promptly, fairly, and respectfully.
We view complaints as an opportunity to learn and improve. This policy sets out how we handle complaints and what you can expect from us.
2. Scope
This policy applies to complaints from:
• Clients receiving coaching services
• Parents or guardians of young people receiving coaching services
• Any other person directly affected by the services of The Gentle Path Coaching
This policy covers complaints about the quality of coaching services, professional conduct, communication, confidentiality, data handling, or any other aspect of the service provided.
This policy does not cover safeguarding concerns. If you have a concern about the safety or welfare of a child or young person, please refer to our Safeguarding Policy or contact Kent Children's Social Care on 03000 41 11 11.
3. What is a Complaint?
A complaint is any expression of dissatisfaction — whether written or verbal — about the service, conduct, or actions of The Gentle Path Coaching that requires a response. This includes concerns about:
• The standard or quality of coaching provided
• Professional boundaries or conduct
• Communication or responsiveness
• How personal data or confidential information has been handled
• Billing, cancellations, or contractual matters
• Any other aspect of the service
A concern or expression of dissatisfaction raised informally and resolved to your satisfaction at the time is not recorded as a formal complaint, unless you wish it to be.
4. How to Make a Complaint
We ask that all formal complaints are submitted by email to:
Submit your complaint to:
ruth@thegentlepathcoaching.co.uk
Please mark your email with the subject line: FORMAL COMPLAINT
Include your name, contact details, and a clear description of your concern.
If you are a parent or guardian making a complaint on behalf of a young person, please include the young person's name and your relationship to them.
If you have difficulty making a complaint in writing due to a disability, language barrier, or other reason, please contact us, and we will do our best to accommodate an alternative approach.
5. What to Include in Your Complaint
To help us respond as effectively as possible, please include the following in your complaint:
• Your full name and contact details
• The name of the young person (if applicable)
• A clear description of the issue or concern
• The date(s) on which the issue occurred
• Any relevant supporting information or documentation
• What outcome you are hoping for
6. The Complaints Process
Stage
Action
Timeframe
Who
Stage 1
Complaint received and acknowledged
Within 5 working days
Ruth, The Gentle Path Coaching
Stage 1
Investigation and full written response
Within 28 days of receipt
Ruth, The Gentle Path Coaching
Stage 1: Internal Resolution
1. We will acknowledge your complaint by email within 5 working days of receipt, confirming that it has been received and is being considered.
2. We will investigate the complaint thoroughly and fairly, reviewing all relevant information and records.
3. Where appropriate, we may contact you to discuss the complaint further or to seek additional information.
4. We will provide a full written response within 28 days of receiving your complaint. This will set out our findings, any actions we have taken or plan to take, and any offer of resolution.
5. If we are unable to respond fully within 28 days (for example, due to complexity or the need to gather further information), we will write to you within that period to explain the delay and provide a revised timescale.
7. Confidentiality and Record Keeping
All complaints are treated with confidentiality. Information about a complaint will only be shared with those directly involved in investigating and resolving it.
A record of all formal complaints, including the nature of the complaint, the action taken, and the outcome, will be kept securely in line with our Privacy Policy. Complaint records are retained for 7 years. These records may be reviewed as part of ongoing quality assurance and professional development.
Complaint records will not be included in a client's coaching notes and will be stored separately.
8. Unreasonable or Vexatious Complaints
The Gentle Path Coaching is committed to treating all complaints seriously and respectfully. However, where a complaint is found to be frivolous, malicious, or vexatious — or where a complainant is persistently pursuing a matter that has already been fully addressed — we reserve the right to close the complaint and decline further correspondence on that matter.
In such cases, we will write to the complainant explaining this decision.
9. Learning from Complaints
We are committed to continuous improvement. All complaints, whether resolved informally or formally, are reviewed as part of our ongoing clinical supervision with Nicola Edwards (Dandelion Training and Development). Where a complaint highlights a gap in our practice or service, we will take appropriate steps to address it.
10. Concerns About Data or Privacy
If your complaint relates specifically to how your personal data has been handled, you also have the right to contact the Information Commissioner's Office (ICO):
Information Commissioner's Office (ICO)
Website: www.ico.org.uk
Telephone: 0303 123 1113
We encourage you to contact us first so we have the opportunity to resolve the matter directly.
11. Policy Review
This policy will be reviewed annually (next review: February 2027) or sooner in the event of any significant change in professional guidance, legislation, or practice. Any updates will be reflected in the version date at the top of this document.