Complaints Policy

Version: September 2026
Last updated: 22 September 2026

Healing with Chloe is committed to providing a professional, respectful and ethical therapeutic service.

If you are unhappy with any aspect of my service or professional practice, I want you to be able to raise your concern clearly and without unnecessary difficulty.

Making a complaint will not result in you being treated unfairly or adversely.

Healing with Chloe is operated by Chloe O’Brien.

Email: hello@healingwithchloe.com
Website: https://healingwithchloe.com

  1. What this policy covers

This policy can be used for concerns or complaints about matters such as:

  • the therapeutic service you have received;

  • my professional conduct or behaviour;

  • communication;

  • professional boundaries;

  • fees, cancellations or other practice arrangements;

  • the way your therapy has been managed;

  • accessibility or reasonable adjustments;

  • something you believe has not met appropriate professional standards; or

  • another aspect of your experience with Healing with Chloe.

You do not need to use formal or legal language to make a complaint.

  1. Data-protection complaints are dealt with separately

If your concern is specifically about how your personal information has been collected, used, stored, shared or otherwise handled, this is a data-protection complaint and is dealt with through the separate:

Healing with Chloe Data Protection Complaint Process

This distinction is important because data-protection complaints are subject to specific requirements under UK data-protection law. My Privacy Notice already distinguishes these complaints from complaints about therapeutic practice or professional conduct.

If your concern involves both the therapeutic service and use of your personal information, I will explain how the relevant parts will be handled.

  1. Raising a concern informally

Some concerns can be resolved quickly through discussion.

If you feel comfortable doing so, you are welcome to raise an issue with me during a session or by email.

I will listen to your concern and, where possible, try to understand what has happened and what might reasonably resolve it.

You are not required to attempt informal resolution before making a formal complaint.

  1. Making a formal complaint

You can make a formal complaint by emailing:

hello@healingwithchloe.com

It is helpful if you include:

  • your name;

  • your preferred contact details;

  • a brief description of what has happened;

  • relevant dates or appointments where known;

  • what you are concerned about;

  • any relevant documents or information; and

  • what you would ideally like to happen as a result.

If writing a complaint is difficult for you, please contact me and I will make reasonable efforts to help you find an accessible way to raise your concern.

A representative may make a complaint on your behalf where appropriate, although I may need to establish your authority before discussing confidential information with them.

  1. What happens when I receive a complaint

I will aim to:

Acknowledge your complaint within 5 working days.

I will then consider:

  • what has been raised;

  • relevant records or correspondence;

  • the Client Terms & Conditions;

  • applicable professional standards;

  • whether advice from my supervisor, insurer or professional body is appropriate; and

  • whether there are any safeguarding, legal or other issues requiring separate action.

I will approach the complaint fairly and with an open mind.

  1. My response

I will normally aim to provide a substantive written response within 20 working days of receiving the complaint.

The response will normally explain:

  • my understanding of your complaint;

  • what I have considered;

  • any relevant findings;

  • whether I consider that something could or should have been handled differently;

  • any action I intend to take; and

  • any further options available to you.

Some matters may take longer, particularly where I need to obtain professional, insurance or legal advice or where the complaint is complex.

If I cannot provide a full response within 20 working days, I will let you know why and give you an updated expected timescale.

  1. Possible outcomes

Depending on the circumstances, an outcome might include:

  • an explanation or clarification;

  • an apology;

  • correcting an administrative error;

  • reviewing a practice or procedure;

  • discussing an appropriate therapeutic next step;

  • ending or transferring the therapeutic relationship where appropriate;

  • a refund or other financial remedy where appropriate and consistent with the Client Terms and consumer law;

  • seeking additional supervision or professional guidance; or

  • another proportionate action.

A complaint does not automatically mean that wrongdoing has occurred, but all complaints will be considered seriously.

  1. Confidentiality and complaint records

Information relating to a complaint will be handled confidentially and only shared where there is an appropriate reason to do so.

This may include sharing relevant information with:

  • my professional supervisor;

  • my professional insurer;

  • a professional membership or registration body;

  • a legal adviser;

  • a safeguarding or statutory service; or

  • another person or organisation where disclosure is lawful and necessary.

Only information reasonably necessary for the purpose will be shared.

Complaint records will be retained in accordance with the Healing with Chloe Privacy Notice, professional requirements, insurance requirements and applicable law.

  1. Safeguarding, serious misconduct or immediate risk

If a complaint raises an immediate safeguarding concern, serious risk of harm, suspected criminal conduct or another matter requiring urgent action, I may need to take appropriate steps before the ordinary complaints process has been completed.

This may include seeking professional advice or sharing relevant information with an appropriate safeguarding, emergency or statutory service where lawful and necessary.

  1. Complaints to professional bodies

You are not required to complete Healing with Chloe's internal complaints procedure before contacting a relevant professional organisation where that organisation's rules allow you to raise a concern directly.

I am currently a member of professional organisations including the Association for Solution Focused Hypnotherapy (AfSFH) and the National Council for Hypnotherapy (NCH).

Association for Solution Focused Hypnotherapy – AfSFH

AfSFH provides a Standards Enquiry Procedure for concerns or feedback relating to its members.

Further information is available through:

AfSFH Standards Enquiry Procedure

Head of Professional Standards: standards@afsfh.com

AfSFH states that its Standards Enquiry Procedure explains how concerns or feedback about members can be raised.

National Council for Hypnotherapy – NCH

The NCH has a Standards Enquiry Procedure for concerns that an NCH member may have acted contrary to its Code of Conduct, Performance and Ethics.

Further information is available through:

NCH Public Protection / Standards Enquiry Procedure

The NCH does not determine purely commercial disputes; its process concerns alleged breaches of its professional Code.

Complementary & Natural Healthcare Council – CNHC

I am registered with the Complementary & Natural Healthcare Council (CNHC).

CNHC has a complaints process for concerns relating to its registrants, including matters concerning professional conduct, the care or advice provided, relevant business practices and issues that may affect a registrant's fitness to practise.

Further information is available through:

CNHC Complaints Procedure

My current professional memberships and registrations are also listed on the Healing with Chloe website.

  1. Complaints involving fees or contractual matters

You may raise a complaint directly with me about fees, refunds, cancellations or another contractual matter.

These issues will be considered alongside the Healing with Chloe Client Terms & Conditions and applicable consumer law.

Please be aware that a professional membership body may not have authority to decide a purely commercial or contractual dispute. For example, the NCH expressly states that it does not determine allegations concerning the commercial aspects of its members' practices.

  1. Data-protection escalation

This Complaints Policy is not the escalation procedure for a data-protection complaint.

If your complaint concerns your personal information, please use the Healing with Chloe Data Protection Complaints Process.

That process explains your right to raise the issue with the Information Commissioner's Office (ICO) if appropriate.

Changes to this policy

I may update this policy where professional requirements, my practice arrangements or applicable law change.

The latest version will be available on the Healing with Chloe website.

Contact

Chloe O’Brien

Healing with Chloe

Email: hello@healingwithchloe.com

Website: https://healingwithchloe.com