Rhodes to Wellness Coaching
Applies to Clients and Equimotional Coaches Course Students
Last updated: September 2026
At Rhodes to Wellness Coaching, I want clients and students to feel safe, respected and heard.
I recognize that sometimes something may not feel right, expectations may not have been met, or you may have a concern about your experience.
You have the right to raise a concern or make a complaint without being treated unfairly or experiencing retaliation.
I will take concerns seriously and respond to them as fairly, respectfully and confidentially as reasonably possible.
You may raise a concern or complaint about matters including:
The service or course you received
Communication or professional conduct
Professional boundaries
Privacy or confidentiality
Safeguarding or safety concerns
Course delivery or learning experience
Equine Wellbeing Sessions
Fees, payments, cancellations or refunds
Any other aspect of your experience with Rhodes to Wellness Coaching
You do not need to use formal or legal language when making a complaint.
If you feel comfortable doing so, you are welcome to raise your concern directly with me first.
Sometimes a concern can be resolved simply through an open conversation, clarification or making an adjustment.
You are not required to raise a concern informally before making a formal complaint.
A formal complaint should preferably be made in writing by email.
Please include, where possible:
What happened
When it happened
What your concern is
Any relevant information or documentation
What outcome you are hoping for, if you have one
You do not need to have all of the details before contacting me. If you are unsure whether something constitutes a complaint, you are welcome to ask.
I will acknowledge receipt of a formal complaint as soon as reasonably possible.
I will review the information provided, consider any relevant records or policies, and where appropriate, give you an opportunity to provide further information or clarification.
I will approach the complaint as objectively as possible and will not assume that either party is automatically right or wrong.
I will provide a written response once the complaint has been reviewed.
For complaints relating to the Equimotional Coaches Course, I will respond within 28 days, in accordance with the requirements associated with my IPHM Sub-Educator status.
Where a complaint involving a client requires additional time to investigate, I will let you know and provide an update rather than leaving you without a response.
The response may include:
An explanation of what was found
Any clarification needed
Steps taken to address the concern
An apology where appropriate
Changes or actions that will be taken
Information about further avenues of review or escalation
If a complaint involves a safeguarding concern, risk of harm, abuse, serious safety concern, or another matter requiring immediate attention, it may be addressed through the appropriate safeguarding or emergency procedures rather than the standard complaints process.
Information may need to be shared with appropriate authorities or professionals where required or permitted by law.
Complaints will be handled with respect for everyone's privacy.
Information will only be shared where reasonably necessary to investigate or respond to the complaint, to protect someone's safety, or where disclosure is required or permitted by law.
Where a complaint involves another person, I may not be able to provide information about confidential actions taken in relation to that individual.
No client or student should experience retaliation, intimidation or unfair treatment because they have raised a genuine concern or complaint.
Raising a complaint will not, by itself, affect your right to access services or participate in the course.
This does not prevent Rhodes to Wellness Coaching from taking appropriate action where there is abusive, threatening, harassing or deliberately harmful behaviour.
If your complaint concerns me personally, including my professional conduct, boundaries, safeguarding, communication or delivery of services, you may still raise the complaint directly with Rhodes to Wellness Coaching.
For Equimotional Coaches Course students, where a complaint cannot be resolved through Rhodes to Wellness Coaching's process, you may also have the option of escalating the matter through the relevant parent Training Provider or IPHM complaints process, where applicable.
Students are also encouraged to review:
These policies provide additional information about expectations within the learning environment.
Clients are also encouraged to review:
Appropriate records of formal complaints and their resolution will be maintained securely and in accordance with the Privacy & Data Policy and applicable privacy requirements.
If you have a concern or would like to make a complaint, please contact:
Rhodes to Wellness Coaching
Email: rhodescoaching@gmail.com
You are welcome to contact me if you are unsure whether your concern should be handled as a complaint. You do not need to figure that out on your own.