Complaints Policy & Procedures
Enlightened Sound

1. Policy Statement

At Enlightened Sound, I am dedicated to providing a professional, ethical, and high-quality service to all clients. I welcome feedback as an opportunity to improve and I take complaints very seriously.

I will treat all clients with dignity, kindness, and respect.
I will maintain appropriate professional boundaries at all times.
I will never discriminate based on age, gender, race, religion, sexuality, or ability.
I will not engage in any behaviour that could be perceived as inappropriate, unprofessional, or harmful.
We believe every client has the right to raise concerns without fear of discrimination or negative consequences

I believe every client has the right to raise concerns without fear of discrimination or negative consequences

2. How to make a complaint

If you are unhappy with any aspect of your treatment or service, please let us know as soon as possible so we can address it quickly.

You can make a complaint in the following ways:

In writing: Please email: emma@enlightenedsound.co.uk
By phone: Call us on 07535956985 during office hours.
In person: You are welcome to raise your concerns directly with your practitioner.

When making a complaint, please provide:

Your full name and contact details.
A clear description of your concern, including relevant dates and details.
Any supporting documents, if applicable.

3. Acknowledgement

I will acknowledge receipt of your complaint within 7 working days. confirming that it is being reviewed and providing you with a reference point of contact for further communication.

4. Investigation

Every complaint will be investigated thoroughly and impartially.

This may involve:

Reviewing client records or other relevant documents & Contacting you if further information is needed for clarity.

I am committed to ensuring that the investigation is fair and transparent, with the goal of reaching an understanding of the situation.

5. Response

Following the investigation, I will provide a written response within typically within a month.

This response will include:

A summary of your complaint.
The steps taken during the investigation.
My findings and any conclusions reached.
Proposed solutions or corrective actions, if appropriate.

If the issue requires more time, I will keep you updated and provide an estimated timescale for completion.

6. Resolution

Possible outcomes of a complaint may include:

An explanation or clarification of the situation.
An apology, if appropriate.
Corrective action (e.g., additional training, process changes, or service adjustments).
Other agreed solutions that aim to restore confidence and satisfaction.

My priority is to resolve issues fairly and to maintain a trusting relationship with our clients.

7. Escalation

If you remain dissatisfied with our response, you have the right to escalate your complaint to the International Practitioners of Holistic Medicine (IPHM), who oversee accredited members and can independently review complaints. To do this, please complete the official complaints form available on the IPHM website: www.iphm.co.uk

8. Confidentiality

All complaints will be handled with strict confidentiality. Information will only be shared with individuals directly involved in the resolution process or where required by law. Records of complaints will be kept securely and retained only for as long as necessary in compliance with data protection regulations.

9. Review

This Complaints Policy & Procedure will be reviewed annually to ensure it remains relevant, effective, and in line with best practice and IPHM guidance

Practitioner Name: Emma Wells IPHM

Complaints Policy & Procedures Enlightened Sound