Hi Deidre. I’m a little confused by your question. Are you saying that the client has approached you with their ‘complaint’ or has mentioned this to someone else? If it’s a clash of ‘personalities’ then there isn’t much that you can do other than refer the client to another trainer. Because of the very personal nature of our work, if the client’s and trainer’s personalities don’t mesh, then the relationship is not going to work long-term.