Complaints Procedure
Purpose
At BrainWorks Hypnotherapy, I am committed to providing a professional, ethical, safe, and supportive service. I value feedback and view complaints as an opportunity to learn, improve, and maintain high standards of care.
As a registered member of the Association for Solution Focused Hypnotherapy, I work in accordance with the Association’s Code of Conduct, Performance and Ethics and am committed to maintaining the highest standards of professional practice.
Principles
All complaints will be:
- Taken seriously.
- Handled fairly and impartially.
- Treated with sensitivity and respect.
- Managed confidentially where possible.
- Investigated appropriately and without unnecessary delay.
- Used as an opportunity to improve services where appropriate.
No individual will be disadvantaged for raising a genuine concern or complaint.
Scope
This policy applies to complaints relating to:
- The quality of services provided.
- Professional conduct.
- Communication.
- Appointment management.
- Fees and payment issues.
- Any other aspect of the service provided by BrainWorks Hypnotherapy.
Concerns relating specifically to the handling of personal data should be addressed through the Data Protection Complaints Policy.
Record Keeping
Records of complaints, investigations, outcomes, and any resulting actions will be maintained securely and in accordance with legal and professional requirements.
Review
This policy will be reviewed regularly to ensure compliance with professional, legal, and regulatory requirements.
BrainWorks Hypnotherapy
Complaints Procedure
Stage 1: Informal Resolution
If you are unhappy with any aspect of the service provided, please contact me as soon as possible so that we can discuss your concerns and attempt to resolve the matter informally.
Contact Details
Helen Taylor-Brimson
BrainWorks Hypnotherapy
Email: helen@brainworkshypnotherapy.co.uk
Telephone: 0117 379 0118
Most concerns can often be resolved through open communication and clarification.
I will aim to acknowledge your concern within 5 working days.
Stage 2: Formal Complaint
If your concern cannot be resolved informally, you may submit a formal complaint in writing by email or letter.
Please include:
- Your name and contact details.
- Details of your complaint.
- Relevant dates and information.
- Any supporting documentation.
- The outcome you are seeking.
Upon receipt of your complaint:
- An acknowledgement will be provided within 5 working days.
- The complaint will be investigated fairly and impartially.
- Further information may be requested where necessary.
- A written response will normally be provided within 20 working days.
Where additional time is required, you will be informed and kept updated regarding progress.
Stage 3: Escalation
If you remain dissatisfied after the completion of the complaints process, you may seek guidance from the Association for Solution Focused Hypnotherapy regarding their Standards Enquiry Procedure.
Details can be found via the Association for Solution Focused Hypnotherapy website.
Confidentiality
All complaints will be handled as confidentially as possible. Information will only be shared where necessary to investigate and resolve the complaint or where required by law or professional obligations.
Continuous Improvement
Complaints are reviewed to identify learning opportunities and improvements that may enhance the quality of services provided.
