MH Wellbeing Compliments and Complaints Policy and Procedure

1. Purpose

MH Wellbeing is committed to providing a professional, ethical, and high-quality counselling and wellbeing service. We welcome feedback, compliments, concerns, and complaints as opportunities to improve our services.

This policy explains how clients can raise concerns and how complaints will be handled fairly, respectfully, and promptly.

2. Our Commitment

We aim to:

• Make it easy for clients to raise concerns or complaints.

• Treat all complaints seriously and respectfully.

• Respond promptly and fairly.

• Maintain confidentiality wherever possible.

• Learn from feedback and improve our services.

• Resolve concerns at the earliest possible stage.

3. What is a Complaint?

A complaint is any expression of dissatisfaction about the service provided by MH Wellbeing, whether communicated verbally, in writing, by email, or through another method.

A complaint may relate to:

• Professional conduct

• Communication

• Appointments or cancellations

• Quality of service

• Confidentiality concerns

• Administrative matters

4. Informal Resolution

Where possible, clients are encouraged to raise concerns directly with MH Wellbeing as soon as they arise.

Many issues can be resolved through discussion, clarification, or mutual agreement without the need for a formal complaint.

5. Formal Complaints Procedure

If a concern cannot be resolved informally, a formal complaint may be submitted.

Complaints should be made in writing and include:

• Your name and contact details

• A clear description of the concern

• Relevant dates and circumstances

• Any action already taken

• The outcome you are seeking

Formal complaints should be sent to:

MH Wellbeing
Email: maria@mhwellbeing.co.uk

Acknowledgement

MH Wellbeing will acknowledge receipt of the complaint within 5 working days.

Investigation

The complaint will be reviewed carefully and impartially. Additional information may be requested where necessary.

Response

A written response will normally be provided within 20 working days. If additional time is required, the complainant will be informed.

Possible outcomes may include:

• An explanation

• An apology where appropriate

• Clarification of procedures

• Corrective action

• Changes to practice or procedures

6. Confidentiality

All complaints will be handled as confidentially as possible.

Information relating to a complaint will only be shared where necessary to investigate and resolve the matter, comply with legal obligations, or meet professional requirements.

7. Escalating a Complaint

If you remain dissatisfied after receiving our response, you may be able to refer the matter to the relevant professional body.

Professional Body: General Hypnotherapy Register
Membership Number: 4822

For work using the SIRPA approach for treating chronic pain, a complaint can be made directly to SIRPA Ltd - admin@sirpa.org

8. Record Keeping

MH Wellbeing will maintain a secure record of complaints, investigations, and outcomes in accordance with UK GDPR and the Data Protection Act 2018.

9. Review of this Policy

This policy will be reviewed regularly to ensure it remains effective and reflects current legal and professional requirements.

Policy Version: 1.0
Effective Date: March 30th 2019

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us by e-mail maria@mhwellbeing.co.uk