Complaints and Feedback Policy

Last Updated: September 2026 | Next Review: September 2027

Website: asclepieiahypnotherapy.co.uk

Practice: Asclepieia Hypnotherapy & Wellness Ltd

1. Our Commitment to High Standards

At Asclepieia Hypnotherapy & Wellness Ltd, we are dedicated to providing compassionate, professional, and high-quality clinical care. We welcome all feedback (positive or negative) as an essential opportunity to review, learn, and continuously improve our services.

We take all complaints seriously and aim to resolve any concerns promptly, fairly, and transparently, in line with professional nursing and clinical hypnotherapy standards.

2. Scope of This Policy

This policy applies to all prospective, current, and former clients receiving services from Asclepieia Hypnotherapy & Wellness Ltd. It covers concerns regarding:

• The quality, safety, or delivery of clinical care or hypnotherapy sessions.
  

• Professional conduct, communication, or client care standards.
  

• Administrative, billing, or scheduling procedures.
  

• Data handling and privacy practices.

3. How to Submit Feedback or a Complaint

If you are dissatisfied with any aspect of our service, we encourage you to inform us as soon as possible. Complaints can be made verbally or in writing.

Contact Details for Complaints

• Contact Person: Christopher Hardy (Clinical Director)

• Email: hello@asclepieiahypnotherapy.co.uk

To help us investigate your concern efficiently, please include:

1. Your full name and contact details.
   

2. A clear description of your concern or the incident, including dates where applicable.
   

3. What outcome or resolution you would like to see.

4. Our Complaints Handling Procedure

We follow a structured four-stage process to ensure every complaint is handled thoroughly, impartially, and with independent oversight:

Informal Concern

Before initiating a formal procedure, we encourage customers to raise any issues through our informal stage. This involves an open conversation (held by telephone or video call) allowing all parties to discuss the matter directly, clarify any misunderstandings, and work together toward a fair and prompt resolution in a suitable, constructive manner.

Stage 1: Initial Investigation & Clinical Review (Within 14 Working Days)

Upon receiving your complaint, we will send a formal written acknowledgment confirming receipt. This will outline who is managing your complaint and the expected timeline for investigation.

Your complaint will undergo an initial review led by the Clinical Director. This process may involve:

• Reviewing clinical notes, session records, or administrative communication.
  

• Conducting an internal review of relevant clinical practices or standards.
  

• Contacting you for further clarification if needed.
  

You will receive a formal written response detailing the findings, explanation, and any proposed corrective actions.

Stage 2: Internal Governance Review by Board Director (Within 10 Working Days)

If you remain dissatisfied with the outcome or handling of Stage 2, you may request an internal appeal.

At Stage 2, the complaint file, initial findings, and your escalation points will be passed to a co-Director of Asclepieia Hypnotherapy & Wellness Ltd who was not involved in the initial investigation. The Director will:

• Conduct an independent objective review of the complaint handling and decision-making process.
  

• Re-evaluate the clinical and administrative evidence.
  

• Issue a final company determination and response within 10 working days of the appeal request.

If the review requires additional time due to complex circumstances, we will notify you in writing with a revised timeline.

5. External Escalation & Professional Regulators

If the nature of the complaint involves serious professional misconduct, you have the right to escalate the matter to independent external regulators.

Professional Nursing Governance

As a Registered Mental Health Nurse (RNMH), Christopher Hardy is regulated by the Nursing and Midwifery Council (NMC) and bound by The Code: Professional standards of practice and behaviour for nurses, midwives and nursing associates.

Clinical Hypnotherapy Professional Bodies

Depending on professional registration at the time of your care, complaints regarding clinical hypnotherapy practice may also be directed to the relevant accredited voluntary register (e.g., National Council for Hypnotherapy, Complementary & Natural Healthcare Council). Contact details can be provided upon request.

6. Confidentiality & Non-Discrimination

• Confidentiality: All complaints are handled with strict confidentiality in accordance with UK GDPR and the Data Protection Act 2018. Details will only be shared on a need-to-know basis for investigation purposes.

• Fair Treatment: Raising a complaint will never compromise your right to future care or treatment with our practice, nor will it result in any form of discrimination.