Purpose
This policy outlines how clients can raise concerns or complaints about their coaching experience, and how those concerns will be addressed with care, respect, and clarity.
Dreams Alive is committed to open communication and to addressing concerns in a way that supports dignity, accountability, and healthy boundaries.
Scope
This policy applies to current and former clients of Dreams Alive who wish to raise concerns related to:
● Coaching process or structure
● Communication or logistics
● Alignment, fit, or expectations
● Administrative or policy-related issues
This policy does not apply to harassment, abusive behaviour, or safety concerns (see below).
Encouraged First Step: Direct Communication
Whenever possible, clients are encouraged to raise concerns directly and respectfully during a session or via email.
Many concerns can be resolved through open conversation and clarification.
How to Submit a Concern or Complaint
If a concern cannot be resolved informally, clients may submit a written concern that includes:
● A brief description of the issue
● Relevant dates or context
● The outcome or resolution being requested
Concerns should be communicated calmly and respectfully.
How Concerns Are Handled
Dreams Alive will:
● Acknowledge receipt of the concern within a reasonable timeframe
● Review the concern thoughtfully and without defensiveness
● Respond with clarity, care, and professional judgment
Possible outcomes may include:
● Clarification of policies or expectations
● Adjustment of communication or structure
● Agreement to pause or conclude coaching if appropriate
Outcomes are guided by existing policies and professional boundaries.
Limits & Boundaries
● Dreams Alive is not obligated to agree with all complaints or requested outcomes
● Policies related to pricing, scheduling, cancellations, and refunds remain in effect
● This policy does not guarantee refunds or service changes
If coaching is determined not to be a good fit, Dreams Alive may recommend ending the coaching relationship respectfully.
What This Policy Does Not Cover
This policy does not cover:
● Harassment or abusive behaviour
● Discriminatory, threatening, or demeaning language
● Repeated boundary violations
These situations are handled separately under professional boundaries and may result in immediate termination of services.
Relationship to Other Policies
This policy works alongside:
● Boundaries & Scope of Coaching
● Scheduling & Cancellation Policy
● Refund Policy
● Privacy & Confidentiality Policy
If policies conflict, written policies take precedence.
Version 1.0 — Last updated February 2026