COMPLAINTS PROCEDURE
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).
How to make a complaint
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.
How your complaint will be investigated?
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.
You will be:
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.
How to appeal if you are not satisfied
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.
