Feedback
It is important to draw a distinction between a complaint and feedback. HypnoTC (HypnoTC Ltd, HypnoTC: The Hypnotherapy Training Company) seeks and welcomes the views of its students. A student may provide feedback which will be useful to HypnoTC when reviewing its policies and operations, without invoking this policy. Students are encouraged to provide feedback in a prompt and constructive manner.
Complaint
For the purposes of this policy, a complaint may be defined as “an expression of significant or sustained dissatisfaction where a student seeks a specific action to address the issue”. The expression of dissatisfaction may take the form of an informal complaint (verbal or written eg email) or a formal, written complaint.
Any complaint should be raised either formally (written) or informally (verbal or written eg email) within 1 month of the cause for complaint. HypnoTC will acknowledge receipt of complaint within 5 working days of receipt. The response from HypnoTC will be communicated within 6 weeks of notification of complaint.
Generally, students are expected to try to resolve a complaint directly, informally and quickly with the person concerned. In some circumstances, in the first instance, the student may prefer to approach a different member of staff to informally raise their complaint.
The complaint should be made within 1 month of the unsatisfactory circumstances occurring, at the latest. The sooner the matter is raised, the better.
The student is expected to explain clearly what the problem is and what outcome they are seeking, and the member of staff is expected to listen to the complaint and to try to resolve it in a straightforward, reasonable and prompt manner. Staff dealing with complaints are encouraged, whenever practical, to meet with the student to establish the precise cause of dissatisfaction, to explore the remedy sought by the student and to foster a mutual understanding of the issues involved.
Although informal, the member of staff should make notes/ record any meetings and keep a record of the agreed outcome. Notes/ records should be shared with the student and kept for HypnoTC records. The student should be notified that the matter is deemed to be resolved.
We expect most complaints to be resolved in this way. Where a complaint cannot be resolved in this way, the matter will be referred to the Director of HypnoTC, who will investigate the complaint and may meet with both the member of staff and the student with a view to resolving the issue. The outcome of the Director’s investigation will be communicated to those involved within eight weeks.
Where the complaint is unable to be resolved in-house, the complaint may move to a review by HypnoTC’s nominated external reviewer.
Beyond this stage of external review, the complaint may then be referred to a relevant accrediting professional association such as the NCH, NGH, or FHT.
This complaints procedure may only be used by an individual who is currently registered as an active student of HypnoTC and who is not recorded as having already completed their training (or, is complaining about events that occurred during their training, within the permitted timescales).
A group of students may use this procedure to make a collective complaint provided that one student identifies him/ herself as the main contact for purposes of communication.
HypnoTC’s expectation is that anyone wishing to make a complaint does so personally. In exceptional circumstances, where a third party makes a complaint on behalf of a student, we will require the student’s express written consent that the third party is acting on their behalf and to allow us to refer to the details of their own specific case. Please note that all correspondence will be copied into the student as well as the third party unless otherwise agreed.
Anonymous complaints will not be considered.
Complaints should be treated seriously and students must not suffer any disadvantage or recrimination as a result of making a complaint in good faith.
In all cases, it is desirable that complaints are resolved informally and quickly between the relevant parties.
Students are encouraged to seek outside advice (if required) at any stage in the complaints process, including advice on how to present their case effectively.
When a complaint is upheld, part of the resolution may involve reporting the circumstances to an independent body for consideration in their decision-making processes.
It is important that the number, level and range of complaints are monitored in order to improve the student experience. HypnoTC will record complaints which will be stored securely for 4 years.
All cases may be used to:
HypnoTC is committed to dealing with all complaints transparently and fairly, and in line with our published policy. However, we do not expect our staff to tolerate abusive, harassing or offensive behaviour or conduct from complainants, and therefore we reserve the right to consider a student complaint vexatious for the reasons set out in this policy.
Examples of how may consider a complaint to be vexatious include:
In considering whether a complaint is vexatious, we will take into account all the circumstances of the case, including the contents of the complaint and the complainant’s behaviour in relation to the complaint and/ or the complaints procedure before making a decision.
If we decide that a complaint is vexatious, we will write to the complainant explaining that they will no longer engage with them in relation to their vexatious complaint. The complainant will be given an explanation in writing for this decision.
If a complainant wishes to challenge HypnoTC’s decision that a complaint is vexatious, they should submit a written appeal to the Director.
The appeal will be considered by a senior member of staff who will be independent, having had no previous involvement in the issue being investigated or the complaint itself.
The senior member of staff will review the evidence, including any representations the complainant has made, and will decide whether the appeal is to be upheld or rejected. If the appeal is upheld, the senior member of staff will direct that the complainant’s complaint is reviewed.
The decision of the senior member of staff is final and if the complaint is upheld as vexatious, a letter will be issued to the complainant confirming that there decision is final.