Complaints Policy
Organisation: From the Heart Energy Healing
Practitioner / Designated Safeguarding Lead (DSL): Emma Randell, practising professionally as Emma Hunt
Professional Body: The International Institute of Complementary Therapists (IICT)
Membership Number: GB2597957191
Effective Date: 2 October 2026
Review Date: 1 October 2027
1. Introduction & Guiding Principles
1.1 Safe, Ethical & Supportive Environment: From the Heart Energy Healing (referred to as ‘From the Heart’ in this document), is committed to providing a safe, ethical, and supportive environment for all clients. If your experience during a remote energy healing session or interaction did not meet your expectations, please let us know. Your feedback is valued, important, and central to the integrity of our practice.
1.2 Voicing Concerns: This policy outlines how you can voice your concerns and how we will work with you to resolve them quickly, fairly, and in accordance with UK insurance and professional standards.
1.3 Guiding Principles:
Respect and Compassion: Every complaint is treated with a non-judgmental, open-hearted approach.
Confidentiality: All details of your complaint will be kept private and handled strictly between us, unless we need to seek legal/insurer advice, third-party mediation is requested, or your concern is of a safeguarding nature.
Continuous Improvement: We view constructive feedback as an opportunity to refine our remote healing services and client care.
2. How to Submit a Complaint: Non-Safeguarding Related
2.1 Internal Investigation: If you, a child or young person, or another professional has a concern about From the Heart’s practice, or any aspect of a remote session or communication, please follow these steps:
1. Submit in Writing: To ensure all details are accurately captured, please email your complaint to emma@from-the-heart.uk with the subject line ‘Formal Complaint - [Your Name]’.
2. Provide Details: To help us understand the situation, please include:
The date and time of the remote session or incident.
A brief description of what occurred and why you are dissatisfied.
Your desired outcome or how you feel the matter can best be resolved.
3. How to Submit a Complaint: Safeguarding Related
3.1 External Investigation: Any safeguarding allegation or concern suggesting that a practitioner has harmed a child, an adult at risk or an animal, or behaved in a way that indicates they are unsuitable to work with children, adults at risk or animals, cannot be investigated internally. Please direct your concerns immediately to the appropriate statutory external bodies as per the information below.
3.2 Safeguarding Concerns Regarding an Adult Client:
Gloucestershire County Council Adult Social Care Helpdesk: Call 01452 426868 to request a consultation regarding an allegation against an independent practitioner.
Emergency Out-of-Hours Team: Call 01452 614194 if the adult at risk is in immediate danger outside of normal office hours.
The Police: Report potential criminal conduct, assault, or financial fraud directly via 101 (or 999 in an emergency).
Independent Advisory Support: Contact the Ann Craft Trust Advice Service on 0115 951 5400 or email ann-craft-trust@nottingham.ac.uk for independent guidance on adult safeguarding allegations.
3.3 Safeguarding Concerns Regarding a Child or Young Person Client (Under the Age of 18):
Gloucestershire Local Authority Designated Officer (LADO): Call 01452 426994 to report an allegation that someone working with children has caused harm.
Children and Families Front Door (MASH) Team: Call 01452 426565 during office hours (Monday-Friday, 9am-5pm).
Emergency Duty Team: Call 01452 614194 for urgent out-of-hours child protection concerns.
The Police: Call 101 for non-emergencies or 999 in an emergency if a child is in immediate danger.
3.4 Safeguarding Concerns Regarding an Animal Client:
The RSPCA Cruelty & Distress Helpline: Call 0300 1234 999 (available 7 days a week, 8am-5pm).
RSPCA Online Reporting: Log non-emergency concerns online through the RSPCA Report a Concern portal.
The Police: Call 101 for non-emergencies or 999 in an emergency if an animal cruelty crime is actively occurring.
4. Our Internal Resolution Process (Non-Safeguarding Related)
4.1 Transparent Resolution Process: From the Heart operates a transparent internal resolution process, designed to meet the strict guidelines set by our insurer, BGi.uk, and our professional body, the IICT. We will take the following steps:
Complaint Received.
↓
Step 1: Acknowledgment (Within 2 Business Days)
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Step 2: Review & Investigation
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Step 3: Formal Written Response (Within 10 Business Days)
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Step 4: Optional Resolution Call (Client Choice)
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Step 5: Final Resolution/Escalation within 8 weeks (Maximum Insurer Deadline)
4.2 Step 1: Acknowledgment (Within 2 Business Days): Once your email is received, we will send a brief acknowledgment within 2 business days to confirm your complaint has been safely received.
4.3 Step 2: Review and Investigation: We will carefully review your file, notes from the session, and the details of your email. Because energy healing is a subjective and personal experience, we will reflect thoroughly on your feedback to understand your perspective completely.
4.4 Step 3: Formal Response & Proposed Solution: Within 10 business days of receiving your complaint, we will send a detailed written response. Depending on the nature of the issue, proposed solutions may include:
A detailed clarification or discussion regarding the remote energy healing process.
A complimentary follow-up session.
A partial or full refund, issued in accordance with our Terms & Conditions.
A referral to another trusted practitioner.
4.5 Step 4: Follow-Up Call: If you prefer to discuss the written response over the telephone or via a secure video link, we can schedule a 15-minute resolution call to ensure you feel fully heard.
4.6 Step 5: Maximum Resolution Window: In compliance with UK insurance protocols, From the Heart commits to exhausting all internal resolution paths and providing a final resolution position within a maximum of 8 weeks from the initial date of the complaint.
5. External Escalation & Mediation (IICT & Insurer Alignment)
5.1 External Escalation: If we are unable to reach a mutually satisfactory resolution through our internal steps, or if the 8-week resolution window expires, the complaint may be escalated externally.
5.2 The Informal Mediation Process: Before moving to formal association or legal panels, we invite clients to engage in an Informal Mediation Process. This is a cooperative, non-adversarial step designed to find common ground without the stress of formal legal proceedings:
Mutual Agreement: Both you (the client) and From the Heart must mutually agree in writing to enter this phase and agree on the chosen platform or mediator.
The Format: Because From the Heart operates remotely, mediation will take place online via a secure, private video conferencing platform (such as Google Meet).
Choosing a Mediator: We will collectively select a neutral mediator from a UK body like the Civil Mediation Council.
Cost Sharing: Unless agreed otherwise in writing, the costs of hiring an independent professional mediator will be shared equally between the client and From the Heart. Each party will cover their own personal expenses.
Confidentiality & 'Without Prejudice': Everything discussed or offered during informal mediation remains strictly confidential and 'without prejudice'.
Timeframe: The mediation session should ideally be scheduled and conducted within 21 business days of agreement.
5.3 Professional Association Review: You have the right to escalate your complaint to our professional accrediting body, the International Institute for Complementary Therapists (IICT), under membership number GB2597957191. The IICT will assess if professional standards or the IICT Code of Ethics have been breached.
5.4 Jurisdiction: Because From the Heart operates globally via remote delivery, this policy and all healing services are governed exclusively by the laws of England and Wales, and any formal disputes fall under the jurisdiction of the UK courts.
6. Accountability, Roles, and Policy Review
6.1 Designated Lead: The founder and principal practitioner of From the Heart, Emma Randell (practising professionally as Emma Hunt), holds ultimate responsibility for safeguarding governance, secure record retention, and statutory referrals.
6.2 Policy Review: This policy will be proactively reviewed annually to ensure alignment with any updates to UK safeguarding legislation, local authority guidelines, and remote digital safety best practices.
Date of Last Review: 2 October 2026
Date of Next Review: 1 October 2027
Signed: Emma Randell [Signed Electronically]
Role: Practitioner & Designated Safeguarding Lead, From the Heart Energy Healing
Date: 2 October 2026
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