Complaints Policy

RISING PATHWAYS COACHING

Niamh Ramachandran trading as Rising Pathways Coaching

Version	Date
1.2	5 September 2026

1. Purpose

Rising Pathways Coaching aims to provide a professional, respectful and fair service.If you are unhappy with any aspect of a service, booking, payment, digital product, communication or the way a concern has been handled, you are encouraged to raise it so that it can be considered properly.Where appropriate, we encourage concerns to be raised informally at the earliest opportunity so that we can try to resolve them quickly and constructively before a formal complaint is needed.This policy explains how general complaints are handled. It works alongside the Rising Pathways Coaching Privacy Notice, Accessibility and Reasonable Adjustments Policy, Cancellation and Rescheduling Policy, and any agreement or product terms that apply to your service or purchase.It does not affect your statutory rights.

2. What this policy covers

This policy may be used for complaints relating to:• 1:1 Coaching;• Leadership & Career Mentoring;• Coaching for Coaches;• discovery conversations, bookings, payments or cancellations;• digital products and free resources;• accessibility or reasonable adjustments;• communications, administration or conduct connected with Rising Pathways Coaching.

3. How to make a complaint

Please send your complaint by email to [email protected].If email is not reasonably accessible for you, please contact Rising Pathways Coaching to agree another practical way to raise the complaint.Please include, where possible:• your name and contact details;• what happened and when;• which service, product or interaction the complaint relates to;• any relevant documents or correspondence;• what outcome you are seeking, if you have a particular outcome in mind.

4. How a general complaint will be handled

Rising Pathways Coaching will normally acknowledge a general complaint within 5 working days.The complaint will be considered fairly, respectfully and with appropriate confidentiality.Relevant records or correspondence may be reviewed and, where necessary, you may be asked for further information.Rising Pathways Coaching will aim to provide a substantive response within 30 days of receiving the complaint.If more time is reasonably needed because the matter is complex, you will be told and kept informed.

5. Possible outcomes

Depending on the circumstances, an outcome may include:• an explanation or clarification;• an apology where appropriate;• a correction to records,
communications or administrative arrangements;• a practical step to resolve or reduce the issue;• a refund or other financial remedy where required by law or appropriate under the relevant contract or policy;• a decision that no further action is appropriate, with reasons provided.

6. Accessibility and reasonable adjustment complaints

Complaints about accessibility or the handling of a reasonable adjustment request will be considered under this policy alongside the Rising Pathways Coaching Accessibility and Reasonable Adjustments Policy.Reasonable adjustments to the complaints process itself will also be considered where needed.

7. Data protection complaints

If your complaint relates specifically to the processing, storage, disclosure, loss, use or other handling of your personal information, the data-protection complaints process in the Rising Pathways Coaching Privacy Notice will apply.You can make a data-protection complaint by emailing [email protected] and explaining the concern.In line with the Privacy Notice, Rising Pathways Coaching will acknowledge receipt within 30 days, make appropriate enquiries without undue delay, keep you informed where appropriate, and communicate the outcome without undue delay.You also retain the right to complain to the Information Commissioner's Office (ICO), the UK's data-protection regulator.

8. If the complaint is not resolved

If a general complaint cannot be resolved through the internal process, the next appropriate step will depend on the nature of the issue, the relevant contract and any legal or consumer rights that apply.
Where appropriate, Rising Pathways Coaching may suggest an independent dispute-resolution method such as mediation, but only where this is suitable and both sides agree.Nothing in this policy requires a consumer to give up any statutory right or any right to bring proceedings in a court available to them under applicable law.

9. Complaint records, confidentiality and privacy

Rising Pathways Coaching may keep a proportionate record of a complaint, relevant correspondence, enquiries made and the outcome.Complaint information will be kept separately where appropriate and handled in accordance with the Rising Pathways Coaching Privacy Notice.Formal complaints, disputes, safeguarding matters and actual or potential legal claims may be retained for as long as reasonably necessary, taking account of applicable limitation periods, legal obligations and insurer requirements.

10. No disadvantage for raising a complaint

You will not be treated unfairly simply because you raise a complaint or concern in good faith.However, Rising Pathways Coaching may take appropriate action where communications or behaviour are abusive, threatening, discriminatory or unlawful.

11. Review

This policy will be reviewed periodically and may be updated to reflect changes to Rising Pathways Coaching services, business arrangements, professional practice or applicable law.

Version 1.4 | Date: 6 September 2026 | Review: at least annually and sooner after a significant change.