Complaints Policy
Our Commitment
KOACH Katie is committed to providing a supportive, professional and positive experience for all clients and members.
If something does not meet your expectations, we encourage you to raise concerns so they can be addressed fairly and respectfully.
How To Make A Complaint
Complaints should be submitted in writing by email to:
Please include:
your full name
details of the concern
any relevant dates or supporting information
what resolution you are seeking
Complaint Process
Once a complaint has been received:
confirmation of receipt will usually be provided within 14 days
the matter will be reviewed carefully
further information may be requested where necessary
a response will usually be provided within 30 days where possible
KOACH Katie aims to resolve complaints fairly, professionally and respectfully.
Respectful Communication
We understand that concerns can feel emotional or frustrating. However, abusive, threatening or inappropriate communication towards KOACH Katie or community members will not be tolerated.
Where necessary, communication may be paused or services withdrawn if behaviour is deemed inappropriate.
Service Limitations
KOACH Katie cannot guarantee specific health, fitness or emotional outcomes from coaching programmes, memberships or educational content.
Complaints relating solely to lack of individual results may not constitute grounds for refunds or compensation.
Continuous Improvement
All feedback and complaints are taken seriously and may be used to help improve future services, programmes and client experiences.
Contact
For complaints or concerns, please contact: