Rosie Strong: Complaints Procedure

Last updated: 3 September 2026

I want you to have a good experience with me. If you haven't, I'd genuinely rather know than not. Here's how to tell me and what happens when you do.

Step 1: Just tell me

Most things are sorted with a quick conversation. If something's bothered you (a session, something I said, the app, a payment, anything), message me or grab me before or after a session. I'll listen, I won't get defensive, and we'll try to fix it there and then.

Step 2: Make it a formal complaint

If you'd rather put it in writing, or Step 1 hasn't sorted it, email me at complaints@rosiestrong.co.uk with "Complaint" in the subject line. Tell me:

-       What happened and when

-       How it affected you

-       What you'd like me to do about it

I'll acknowledge your complaint within 2 working days and give you a full written response within 10 working days. If it's going to take longer (for example, if I need to check something with my insurer), I'll tell you why and when you can expect to hear from me.

Step 3: If you're still not happy

If you don't feel my response has resolved things, reply and tell me why, and I'll take another look. I'll come back to you within a further 10 working days.

Step 4: Going outside

If we still can't agree, you can take it further:

-       Citizens Advice can give you free, independent advice on your rights as a consumer: citizensadvice.org.uk or 0800 144 8848.

-       Alternative Dispute Resolution (ADR): I'm not legally required to use an ADR scheme and I'm not currently signed up to one, but if you'd like to try mediation I'm open to it.

-       My professional body: I'm a member of CIMSPA (the Chartered Institute for the Management of Sport and Physical Activity) and bound by its code of conduct. If your complaint is about my conduct as a coach, you can also raise it with them at cimspa.co.uk.

What I promise

-       I'll treat every complaint seriously and fairly, whoever it comes from.

-       Making a complaint will never affect how I coach you or treat you in sessions.

-       I'll keep a record of what you told me and how it was resolved, and I'll handle that information in line with my Privacy Policy.

-       If I got something wrong, I'll say so and put it right.