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5. Complaints Procedure

Complaints Procedure

We take all complaints about our members seriously and try to make the process of making a complaint as understandable and straightforward as possible.

Our complaints process is designed to allow the clients of our members, or those representing or supporting clients of our members, to make a complaint. We have a separate process for complaints made by anyone other than a client or their representative.

The Society separates its complaints process from its other functions to ensure that complaints are heard in a fair and impartial manner.

Please take the time to read the details and procedures below before proceeding with your complaint.

When to Make a Complaint

You can complain about one of our members for a variety of issues. Complaints can be about the assertion that the service you were provided was inadequate (e.g. was over-charged or didn't work as you expected), or was mis-described (e.g. you were offered a guarantee which wasn't honoured). In many such cases it may be that you have other remedies available e.g. Trading Standards.

Complaints can also be about violations of boundaries. This could be sexual (the assertion that your therapist was sexually inappropriate) but can also be emotional (e.g. the assertion that your therapist has developed an inappropriate friendship with you) or even financial. You could also wish to complain about a violation of confidentiality (e.g. the assertion that your therapist has told someone else about issues private to your hypnotherapy sessions).

You may, before making a complaint, talk to a dedicated Society Officer in confidence, either to gain assistance in deciding if a complaint is appropriate, or to gain advice about the procedure.

It is important to consider what you want to see as the result of your complaint and are clear about this. This could lead to a swift resolution of some cases. For example, you may feel that you should get some money back from a hypnotherapist for poor service. If you communicate this in advance, it's possible that the therapist may agree to the refund and thus save you the time of going through a full process.

How Complaints are Handled

You must submit your complaint on the Complaint Form which you can download at the bottom of this page, and then post it to the Society at the address given. We need your signature on the form to start the process.

Your complaint will then proceed as follows:

1. Review

We'll review your complaint to make sure it is "within our remit." This means checking, for example, that the complaint is about an actual current Society member, or that it's the sort of complaint that we can deal with. If it's not "within our remit" we will, if possible, direct you to methods of pursuing your complaint in other ways.

If we can hear your complaint, we proceed to step 2:

2. Exploration

Your complaint will be passed to an Exploratory Committee and you will be given information about what process will be followed.

The Exploratory Committee's job is to try to work out whether there is a case to answer and also whether any mediation or resolution can be achieved. Your complaint will be shown to the Member who will be asked to respond, and either of you may be asked for more evidence or information.

If mediation or resolution can be done at this stage, a written agreement may be drawn up between you and the Member.

If no resolution can be achieved, and the Committee agrees there is a "case to answer" then we would proceed to step 3:

3. Panel Hearing

A Panel will consist of an appropriate expert, a Lay Member (someone who is not a hypnotherapist) and a Chair. The Panel must be impartial and fair. The procedures will be fully explained at the time and the Panel will take place in person.

Panel Finding

The Panel will make a ruling once it has had a chance to speak to everyone concerned, and this could result in a range of measures being taken depending on the circumstances of your complaint. Measures could range from expulsion of the member to professional sanctions such as extra supervision or retraining.

4. Appeal

In certain circumstances either you or the Member may appeal the Panel Finding, in which case an Appeal Hearing could be set up. This will be fully explained should you or the Member wish to appeal.

5. Confidentiality

The Society will only publicise the Panel Finding and Appeal Finding aspects of the complaint, which otherwise will remain confidential to both parties. In certain circumstances an entire complaints process will remain confidential.