Complaints Policy

1. Introducing CPHT

Clifton Practice Hypnotherapy Training (CPHT) is a UK and international hypnotherapy training school (including Satellite Schools) providing the externally accredited Hypnotherapy in Practice Diploma (HPD) and our own Diploma in Solution Focused Hypnotherapy Course for the modern hypnotherapist. Both courses are recognised by various hypnotherapy regulatory bodies. CPHT supports graduates in the further development of their professional careers by running additional course, seminars and workshops including the Advanced Hypnotherapy Diploma Course (AHD) and the SF Supervision for Hypnotherapy Diploma Course (SF Sup Hyp).

Its stated aims are: ‘The maintenance of good practice in learning, and the encouragement of continuing development within the profession of Solution Focused Hypnotherapy’.

All CPHT representatives work to the AfSFH Code of Conduct, Performance and Practice found: https://afsfh.com/policies

2. Our commitment to you

CPHT is committed to providing high quality and responsive services at all times. However, we recognise that sometimes people may not be satisfied with those services. We have therefore set up a Complaints Procedure to enable people to tell us clearly when and why they are not satisfied with our services.

3. What is a complaint?

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

4. How to make a complaint

If you are unhappy with a service or the level of service provided by CPHT, you may wish to raise it first directly with either the person or the Satellite School Senior Lecturer. 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 CPHT representative, you may wish to raise it first directly with the person 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 by email, marked “Confidential”, directly to Satellite Leader. (Contact details via the CPHT Satellite School website)

Please give full details of the issues you wish to raise and reference these issues to the specific Clause (or Clauses) within the CPHT/AfSFH Code of Ethics. You should also include written confirmation that a copy of your complaint may be forwarded to the CPHT representative concerned in order that they should have full opportunity to respond.

Please ask if you need any help in making your complaint and we will try to provide it: info@cpht.co.uk

The CPHT 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, on an annual basis, by members of the CPHT board.

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. (N.B. In order that the process should not be unnecessarily protracted, replies by complainants to communications from CPHT or its Representatives must be received within 28 days of the date of any such communication. It is also advisable to send all letters by recorded delivery in order to minimise the likelihood of disputes arising over non-receipt.)

5. How will your complaint be investigated?

In most cases, your complaint will be referred to the Director CPHT. (N.B. The Director shall have initial responsibility for determining whether the issue/s raised represent a valid complaint within the parameters of CPHT Codes of Ethics). At no time will your complaint be investigated by anyone involved in the substance of the complaint.

Receipt of your complaint will normally be acknowledged within ten (10) working days. If the

Director decides that your complaint is valid (as described above), you will be:

i) Provided with a copy of the CPHT Code of Ethics

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

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

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

    • No further action
    • An admonishment
    • Temporary suspension from Registration. (The period will be specified)
    • Removal from the CPHT

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

6. 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 of the CPHT Committee of Management who has had no previous involvement with the complaint. (N.B. This 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 was the decision reached reasonable?’ An 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 CPHT after this period has elapsed.

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.