Complaints Policy

Beyond the OverwhelmLast updated: 05.08.26

I want you to feel confident and supported when working with me. If something hasn’t gone as you expected, I want to know so I can put it right.

1. Step 1 — Talk to Me Directly

Most concerns can be resolved quickly through an open conversation. If you’re unhappy with any aspect of the service, please:

• contact me at hello@beyondtheoverwhelm.com, or

• raise it during a session

I will aim to acknowledge your concern within 2 working days and discuss how we can resolve it.

2. Step 2 — Formal Complaint

If you prefer to raise a formal complaint — or Step 1 hasn’t resolved things — please put your complaint in writing to hello@beyondtheoverwhelm.com, including:

• Your name and contact details

• A description of what happened

• What outcome you’re hoping for

I will:

• Acknowledge your complaint within 5 working days

• Investigate fully and fairly

• Respond in writing within 21 days, or let you know if more time is needed and why

3. Step 3 — If You’re Still Not Satisfied

Data protection concerns

You can contact the Information Commissioner’s Office (ICO) at ico.org.uk.

Professional conduct concerns

If your complaint relates to my professional conduct as an HCPC‑registered Occupational Therapist, you may raise a fitness‑to‑practise concern with the Health and Care Professions Council (HCPC). The HCPC deals with concerns about safety, competence, or professional conduct — not general service complaints. Details: hcpc‑uk.org/concerns

4. Our Commitment

All complaints are taken seriously and handled without any negative impact on the coaching relationship, should you choose to continue working with me.

Complaints are recorded confidentially and used to help improve the service.

5. Contact

Melanie Illman - hello@beyondtheoverwhelm.com