Complaints Policy
My Approach
I aim to provide a safe, respectful, and supportive space, and to work in a way that meets your needs.
However, there may be times when you feel this has not happened. If that’s the case, I would really welcome the opportunity to talk this through with you.
In the first instance, if you feel able, you are encouraged to speak to me directly. I would be happy to listen and work with you to understand and resolve your concerns.
If you do not feel comfortable raising this informally, either in person or by email, you are welcome to make a formal complaint using the process outlined below.
What is a Complaint?
A complaint is any concern about the quality of service, professional conduct, or safety within the work.
How to Raise a Concern
You can raise a concern by speaking to me directly or by contacting me in writing.
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Email: sarah@thesoothingseason.co.uk
Timeframe for Complaints
You are encouraged to raise concerns within 12 months of the issue.
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This helps ensure concerns can be understood and responded to fairly.
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However, concerns raised after this time may still be considered where there is a good reason.
Response Times
I aim to respond to complaints in a timely and thoughtful way.
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I will acknowledge your complaint within 4 working days (2 weeks)
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I will provide a full written response within 1 month of acknowledging your complaint
I work part-time (2 days per week), and these timeframes reflect this.
If more time is needed, I will let you know and explain why, and keep you updated.
Holidays and Leave
If a complaint is received while I am on holiday or away from work, response times may be longer.
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Timeframes will begin from my return to work.
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I will respond as soon as possible and keep you informed of any delays.
What to Include
To help me understand your concern, please include:
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What happened
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When it happened
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What you would like to happen next
What I Will Do
I will take your concerns seriously and respond in a respectful and professional way.
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I will:
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Acknowledge your complaint
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Look into the concerns carefully
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Provide a clear written response
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Let you know if more time is needed
Possible Outcomes
Outcomes may include:
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An explanation
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An apology
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Changes to how I work
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Referral to another service if appropriate
Confidentiality
Complaints will be handled confidentially and records will be stored securely.
Accessibility
If you need support to make a complaint (for example due to communication or access needs), please let me know. I will do my best to make this process accessible.
External Options
If you are not satisfied with my response, you can contact:
Health and Care Professions Council (HCPC) – www.hcpc-uk.org
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British Association of Art Therapists (BAAT) – www.baat.org
These organisations provide independent advice and may review concerns about professional practice.
Respect
I ask that concerns are raised respectfully. I will also respond in a respectful and professional way.
Agreement
By working with me, you confirm that you have read and understood this Complaints Policy and have had the opportunity to ask questions.
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Sarah Parker
Art Therapist
HCPC No: AS14111
BAAT No: 30077
Last reviewed May 2026
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