Complaints Policy

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Serene Healing with Sophie

Policy Statement

At Serene Healing with Sophie, I am committed to providing a professional, supportive, and caring service to all clients. I value feedback as it helps me continually improve the quality of care and services offered. I take all concerns, complaints, and suggestions seriously and aim to resolve issues fairly, promptly, and respectfully.

Providing Feedback

Feedback is welcomed and encouraged. Clients may provide feedback about their experience, treatments, customer service, or any aspect of the business.

Feedback can be submitted by:

• Email: serenehealingwithsophie@outlook.com
• In writing: Address avaliable on request
• By phone: 07583973626
• In person during or after an appointment

All feedback will be reviewed and used to support service improvement.

Making a Complaint

If you are dissatisfied with any aspect of the service provided, I encourage you to raise your concern as soon as possible so that it can be addressed promptly.

Complaints may be submitted:

• By email
• In writing
• By telephone
• In person

Please include:

• Your name and contact details
• A description of the issue
• Relevant dates and details
• What outcome or resolution you are seeking

Complaint Handling Procedure

Stage 1: Informal Resolution

Where possible, concerns will be addressed informally through discussion. Many issues can be resolved quickly through open communication.

Stage 2: Formal Complaint

If the matter cannot be resolved informally, a formal complaint will be investigated.

Upon receipt of a formal complaint:

• An acknowledgement will be sent within 5 working days.
• The complaint will be reviewed and investigated fairly and confidentially.
• Any relevant records or information will be considered.
• A written response outlining findings and any proposed actions will be provided within 20 working days where possible.

If additional time is required, you will be informed of the reason and expected timescale.

Confidentiality

All complaints and feedback will be handled sensitively and in confidence. Information will only be shared where necessary to investigate and resolve the matter, or where required by law.

Outcomes

Following investigation, outcomes may include:

• An explanation of what occurred
• An apology where appropriate
• Corrective action to prevent recurrence
• Service improvements based on lessons learned

Professional Standards

Serene Healing with Sophie aims to maintain high professional and ethical standards at all times. Clients will not be treated unfairly or disadvantaged for raising a concern or making a complaint.

Policy Review

This policy will be reviewed regularly to ensure it remains effective, fair, and aligned with current professional standards and business practices.

Policy Owner: Sophie Waghorn
Business Name: Serene Healing with Sophie
Effective Date: 25th May 2026
Review Date: 25th May 2027