Clinical hypnotherapy | NLP | TFT

Complaints Policy

 

 

My Commitment

 

Caroline Crosby is the trading name of Caroline Fairchild.

I want you to feel comfortable raising any concerns about your experience with me or the service you have received. I take feedback seriously and will deal with concerns fairly, respectfully, and as promptly as possible.

 

1. Raising a concern (Informal resolution)

If you have a concern, I encourage you to raise it with me as soon as possible. Many concerns can be resolved informally through an open conversation.

Email: hello@carolinecrosby.com

 

If you need any reasonable adjustments under the Equality Act 2010 to make a complaint or communicate with me, please let me know.

 

2. If your concern cannot be resolved informally please put your complaint in writing to hello@carolinecrosby.com, detailing:

What happened and when, How it has impacted you, What outcome or resolution you would like me to consider.

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3. How I will respond – Acknowledgement

I will acknowledge receipt of your formal complaint in writing within 5 working days.Investigation & Response: I will consider the complaint fairly and objectively, aiming to provide a detailed written response within 20 working days.

Delays: If I need additional time to investigate, I will notify you within that timeframe, explain the reason, and give an estimated date for completion.

 

4. Confidentiality & Data Protection

Information relating to a complaint will be handled confidentially in accordance with UK Data Protection law (UK GDPR / Data Protection Act 2018). Information will only be disclosed where necessary to investigate the complaint, or where required to share details with my professional indemnity insurer or professional bodies (such as the GHR).

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5. Escalation and external options

If you remain dissatisfied after receiving my final written response:

 

 - Professional Conduct & Ethics: You may refer a complaint regarding professional conduct or a breach of ethics to the General Hypnotherapy Register (GHR) / General Hypnotherapy Standards Council (GHSC) via their published complaints procedure at www.general-hypnotherapy-register.com.

 

 - Data Privacy Concerns: If your complaint relates to how your personal data has been handled, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO) at www.ico.org.uk.

 

6. Learning from complaints

I regularly reflect on feedback and complaints to evaluate my practice, maintain professional standards, and improve service delivery.

 

 

Questions

If you have any questions about this Privacy Notice or how your information is handled, please contact:

Caroline Crosby

hello@carolinecrosby.com

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Caroline Crosby is a trading name of Caroline Fairchild

Effective from: October 2026 Last reviewed: October 2026