Complaints Procedure

I want you to feel comfortable raising a concern about your coaching or the service you receive. I take complaints seriously and will consider them fairly and respectfully.

How to contact me

Please contact Joseph Webb by email at [email protected], by telephone on 07716 755 012, or during your session. You can also write to 1 Wellington Cottages, Warren Row, Berkshire, Reading, RG10 8QX.

Please explain what happened, when it happened, and what you would like me to do to put things right. Include any relevant correspondence or other information. If you need help raising your concern, or a different communication format, please let me know. You may ask someone to contact me on your behalf, with your permission.

Acknowledgement and review

I aim to acknowledge your complaint within three working days of receiving it. I will review the information, ask for clarification where needed and explain the next steps.

I aim to provide a written response within 15 working days of receiving your complaint. If I need longer, I will explain why, provide an expected response date and keep you updated. Working days mean Monday to Friday, excluding bank holidays in England and Wales.

My response will explain what I have found and any action I propose to take. Where something has gone wrong, I will explain how I intend to put it right.

If you remain unhappy

Please tell me which parts of the response you disagree with and provide any further information you would like me to consider. I will review your concerns and aim to respond within 10 working days. If more time is needed, I will explain the reason and give you an expected response date.

As I run the coaching service personally, this is a further review by me, not an independent internal appeal. Where appropriate, I will explain any relevant external advice or dispute-resolution options, without suggesting that a particular service is available before its eligibility has been checked.

You may seek independent advice at any stage. This procedure does not restrict your statutory rights or require you to wait before taking other action available to you.

Privacy and learning

I will handle complaint information sensitively and use it to understand and respond to your concern. Information may be shared where necessary with professional advisers, my insurer or relevant authorities, or where required by law. Further information about personal data is available in the Privacy Policy.

I will use relevant feedback to improve my coaching and the service I provide. Raising a complaint will not, in itself, lead to unfair treatment.