A complaint is either a verbal or written expression of dissatisfaction. This may relate either to how the CTHA itself has carried out its work or how you have been treated by a therapist on the Register (N.B. Whereas a verbal complaint may be acknowledged, only a written complaint may proceed further).

If you are unhappy with a service or the level of service provided by the CTHA you may wish to raise it first directly with either the person or the department concerned. At all times we will try to resolve any problems as quickly and as informally as possible.

If you are unhappy with a service or the level of service provided by a CTHA Registered Therapist, you may wish to raise it first directly with the therapist concerned in order to try to resolve the matter as quickly as possible.

If you prefer, or if you wish to take the matter further, you may make a complaint either by letter or fax, marked confidential, directly to The Clinical and Therapeutic Hypnosis Association at their headquarters address. Please give full details of the issues you wish to raise.

Please ask if you need any help in making your complaint and we will try to provide it.

The CTHA is committed to dealing with any complaint fully and in a fair and impartial manner. We will also try at all times to make the procedure for dealing with your complaint the least stressful as possible for you.

All complaints are dealt with in confidence, although we do use the evidence gathered from any complaint to help improve our services. Records are kept of all complaints and how they are handled and this is reviewed.

Whilst there is no set time period for making a complaint, generally speaking, a complaint registered after a long period of time has elapsed may be more difficult to investigate than one registered closer to an alleged event.

In most cases, your complaint will be referred to the complaint officer. At no time will your complaint be investigated by anyone involved in the substance of the complaint.

Provided with a copy of the CTHA Code of Ethics

Given the name and contact details of the person investigating your complaint

Informed how long we expect to take a look into your complaint and when you can expect a reply. This may vary from case to case.

A written report of your complaint, outlining the investigations and any conclusions and recommendations, will be prepared by the complaints officer. These are then passed back to the CTHA Registrar for action. This action (dependent on the circumstances of each case) may be decided solely by the Registrar or in consultation with a member or members of the CTHA. Such action may include but not necessarily be limited to:

No further action

An admonishment

Temporary suspension from Registration (period will be specified)

Removal from the CTHA

You will be advised of any action that the CTHA has taken as a result of the complaint.

If you are not satisfied with our response to your complaint, you can ask to have all of the evidence reviewed by a member (or members) of the CTHA who has (have) had no previous involvement with the complaint.

(N.B. The same Appeals Procedure is also available to any person against whom the complaint has been brought).

They will be asked to prepare a report on their findings, namely that "on the basis of the evidence available to the complaints officer and the Registrar" was the decision reached reasonable?

Any appeal against a decision must be made within 28 calendar days of the complaint being informed. It is very important to adhere to this timetable, as no appeal will be considered by the CTHA after this period has lapsed.

We will try to be as flexible as possible in dealing with your complaint in order to make the situation less stressful for you. In particular, we will endeavour to keep you fully informed throughout the course of the complaint and in all cases, attempt to bring about a just resolution as quickly as possible.