Calm Breathing Therapies

Complaints Policy

Calm Breathing Therapies – Complaints Policy

We aim to provide high‑quality therapeutic services, but if you are dissatisfied with any aspect of our work please let us know so we can put things right.

1. Informal Resolution
If you have a concern or complaint, please raise it informally with us as soon as possible. We will listen and attempt to resolve the issue within the session or as soon as practicable.

2. Formal Complaint
If the issue cannot be resolved informally or if you prefer to make a formal complaint:
• Please submit your complaint in writing by email or letter, outlining the nature of your concern and any relevant details.
• We will acknowledge receipt within five working days.
• We will investigate and provide a written response within 28 days. If further time is needed, we will let you know and provide an expected timeframe.
• We will keep records of the complaint and actions taken.

3. Escalation
If you remain dissatisfied after receiving our response, you may contact our professional body:
British Association for Behavioural & Cognitive Psychotherapies (BABCP)
Telephone: 0330 320 0851
Email: babcp@babcp.com
Website: babcp.com

4. Confidentiality
Your complaint will be handled sensitively and confidentially. Information will only be shared with those involved in investigating and resolving the complaint. We keep complaint records for six years.