Complaints Procedure
At Renewal Reset, we aim to offer coaching that is clear, respectful, and ethically grounded. If you are dissatisfied with any aspect of our services, you are encouraged to raise your concerns so they can be considered carefully and appropriately.
Informal Resolution
If possible, we encourage you to first raise your concern directly with your coach. Many concerns can be resolved through open and thoughtful conversation.
You may contact your coach using the Renewal Reset email address.
When doing so, it is helpful to include:
- A clear description of your concern
- The date of the session or service involved
- Any steps already taken to address the matter
Formal Complaint
If the matter cannot be resolved informally, or if you prefer to make a formal complaint, please submit your concern in writing.
Email:
david@renewalreset.com
rachel@renewalreset.com
When submitting a formal complaint, please include:
- Your name and contact details
- A clear description of the issue, including relevant dates
- Any supporting information
- The outcome you are seeking
Acknowledgment
We will acknowledge receipt of your formal complaint within 48 hours.
This acknowledgment will confirm that your concern has been received and outline the next steps.
Review and Response
All complaints are taken seriously.
We will review the concern carefully, which may include:
- Reviewing relevant communications
- Consulting with those involved
- Seeking clarification where necessary
We aim to provide a response within 5–10 working days. If additional time is required, you will be informed and provided with an updated timeframe.
Outcome
Following review, you will receive a written response outlining:
- Our understanding of the concern
- Any conclusions reached
- Any proposed steps or actions
Where appropriate, this may include clarification, apology, adjustment to practice, or other proportionate resolution.
Confidentiality
Complaints are handled with discretion. Information shared will be limited to those directly involved in reviewing and responding to the concern.
Ongoing Improvement
Feedback is taken seriously and used to reflect on practice. Where appropriate, concerns may inform adjustments to our processes to maintain clarity, fairness, and professional standards.
Last Modified: 15/02/2026