Program Complaint and Dispute Resolution Policy
Renewing Hope Ranch

Effective Date: October 2024
Last Reviewed: July 2025
Approved by: Brandy Burch PsyD, PSY, PMH-C & Rebecca Winn MA, LPC, NCC, GEP

  1. Purpose

This policy outlines the procedures for reviewing and resolving complaints and disputes from participants in continuing education programs offered by Renewing Hope Ranch. It is designed to ensure compliance with the National Board for Certified Counselors (NBCC) requirements and to support a high standard of participant satisfaction and professional integrity.

  1. Scope

This policy applies to all individuals enrolled in or attending any continuing education program hosted or facilitated by Renewing Hope Ranch.

  1. Policy Statement

Renewing Hope Ranch is committed to delivering high-quality continuing education and values participant feedback. Participants are encouraged to report concerns or file formal complaints regarding program content, delivery, administration, or related issues. All complaints will be addressed in a timely, fair, and respectful manner, with a focus on resolution and continuous improvement. Retaliation against individuals who submit complaints in good faith is strictly prohibited.

  1. Complaint Submission Process

Participants may submit complaints using any of the following methods:

  • Email: rebecca@renewnighoperanch.org
  • Mail: Renewing Hope Ranch, 6933 Starlight Dr. Morrison, CO 80465

Complaints should include:

  • Participant’s full name and contact information
  • Title and date of the program in question
  • A clear description of the issue or concern
  • Any supporting documentation, if applicable
  1. Review and Resolution Process
  1. Acknowledgment: Complaints will be acknowledged in writing within five (5) business days of receipt.
  2. Review: The Program Administrator or designated staff member will review the complaint within ten (10) business days.
  3. Investigation: If necessary, the matter will be investigated, which may include consultation with instructors, staff, or other involved parties.
  4. Resolution: A formal written response will be issued to the complainant within fifteen (15) business days following the review.
  5. Appeal: If the complainant is unsatisfied with the resolution, an appeal may be submitted in writing to the Director of Education within ten (10) business days. A final decision will be issued within fifteen (15) business days of the appeal.
  1. Recordkeeping

All complaints and their resolutions will be documented and securely stored for a minimum of five (5) years, in accordance with NBCC policy requirements.

  1. Policy Access and Distribution

This policy is available on the Renewing Hope Ranch website at [Insert URL] and is provided to all participants during program registration or upon request.