Complaints Policy

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Complaints Policy

1. Our commitment

At Stay Well Hypnotherapy, I aim to provide a professional, respectful and supportive service and to ensure that customers and clients have a positive experience.

However, I recognise that sometimes things may not go as expected. If you have a complaint or concern, I want to know about it so that I can understand what has happened and, where possible, put things right.

2. How to make a complaint

If you are unhappy with a product, service or experience provided by Stay Well Hypnotherapy, please contact me as soon as possible.

You can contact me by:

Email: sarah.watt@staywellhypnotherapy.co.uk

Telephone: 07848 373916

You can also write to:

Sarah Watt

Stay Well Hypnotherapy

10 School Road

Lower Brynamman

Ammanford

SA10 1SU

Please provide as much information as possible, including your name, order or booking details where relevant, what has happened and what you would like me to do to resolve the matter.

3. What happens after you complain

I will acknowledge your complaint as soon as reasonably practicable.

I will review the information provided, consider the circumstances carefully and, where appropriate, contact you for further information.

I aim to provide a full response within 14 days of receiving a complaint. If the matter requires further investigation and I am unable to provide a full response within this time, I will explain the reason for the delay and provide an indication of when you can expect a further response.

4. Resolving complaints

Where I find that something has gone wrong, I will consider what reasonable steps can be taken to put matters right.

Depending on the circumstances, this may include providing further assistance, correcting an issue, replacing a product, providing a refund or another appropriate remedy.

Any refund or other remedy will be considered in accordance with applicable consumer law and the relevant terms and policies.

5. Complaints about therapeutic services

If your complaint relates to a hypnotherapy session or other therapeutic service, please explain your concerns as fully as possible so that I can review what happened and respond appropriately.

A complaint about a therapeutic service does not prevent you from exercising any statutory consumer rights that may apply.

6. Confidentiality and privacy

I will handle complaints respectfully and sensitively and will only use personal information as necessary to investigate and respond to the complaint, in accordance with my Privacy Policy and applicable data protection legislation.

7. If you remain unhappy

I hope that I can resolve any concerns directly with you.

If you remain dissatisfied after I have responded to your complaint, you may wish to seek independent advice regarding your consumer rights.

Nothing in this policy limits or removes any statutory rights you may have.

8. Contact