How to make a complaint

We want you to be happy with Flourishing. If something has gone wrong, please tell us. We will listen, look into it and try to put it right.

You can complain about anything to do with our service. For example:

  • your coaching, or how a coach has behaved

  • a booking, a cancellation or a missed session

  • a payment, an invoice or a refund

  • something we said or wrote

  • how we have used your personal information (see our data protection complaints procedure, which has a few extra steps because the law sets them)

Who can complain

Anyone who uses our services, or who has asked about them, can complain. Someone else can complain for you if you have asked them to. An employer or funder can complain about the service they have paid for, but we will not share what was said in your sessions with them.

How to complain

Email ben@flourishing.health. It helps if you tell us:

  • your name and how to reach you

  • what happened, and when

  • what you would like us to do

If your complaint is about Ben Pollard, email Andrew Chaplin at andrew@flourishing.health instead.

You can also tell us in any other way that suits you, including by telling your coach or anyone else who works with us. They will pass it on the same day.

What happens next

  1. We will acknowledge your complaint within 10 working days.

  2. We will look into it. We may ask you for more detail, and we will talk to anyone involved.

  3. We will tell you what we found and what we will do about it. We aim to give you our full reply within one month. If it will take longer, we will tell you why and when to expect it.

Depending on what we find, we may apologise, explain what happened, offer a replacement session, a credit or a refund, or change how we work.

There is no charge for making a complaint, and it will not affect how we treat you.

If you are still unhappy

Tell us within one month of our reply and say why. Someone who was not involved in the first reply will review it and respond within one month.

If you are still unhappy after that, you can go to:

  • The International Coaching Federation (ICF) if your complaint is about a coach's conduct. All our coaches are ICF members. The ICF accepts complaints within one year of what happened. You can start at coachingfederation.org/credentialing/coaching-ethics/complaints.

  • The Information Commissioner's Office (ICO) if your complaint is about how we have used your personal information. Website: ico.org.uk/make-a-complaint. Helpline: 0303 123 1113. You can go to the ICO at any time. You do not have to wait for us.

  • Your employer or funder if they paid for your coaching and your complaint is about the arrangement they made with us.

How we record complaints

We record every complaint in a private log that only Ben Pollard, Andrew Chaplin and Petro Pakholchuk can open. We keep complaint records for 6 years after the complaint is closed. We use them to put things right and to improve our service.

Flourishing is the trading name of Doughnut Labs Ltd (company number 12551551). This policy was published on 12 October 2026. We review it every year.