Complaints Procedure

Introducing the NRAH

The (British) National Register of Advanced Hypnotherapists (NRAH) is an independent organisation not aligned to any one school of thought. It is a nationwide register of advanced professional hypnotherapists and trainers. The NRAH is comprised of individual practitioners and is open to any hypnotherapist who has been in practice for a minimum of 2 years, who can show a commitment to ongoing training (CPD) and is able to satisfy the criteria for registration as determined from time to time by the NRAH.

The NRAH was formed in 1990 with commitment to the maintenance of good practice, whilst providing the most effective treatment, delivered at the highest professional standard, to patients.

It is the intention of the NRAH to enhance the public awareness to the benefits of hypnosis/hypnotherapy by portraying a professional image of hypnotherapists and hypnosis, plus the encouragement of continuing professional development within the profession of hypnotherapy.

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

Our members may be registered with more than one professional body, and, with this in mind, the NRAH maintains links with a number of professional hypnotherapy organisations. Where a complaint against a therapist on the NRAH register is upheld, then notification of any action taken by the NRAH may also be brought to the attention of other organisations to which that therapist is affiliated. In most cases it is a requirement of professional membership that an organisation be informed by the member immediately when that member has received notice of a complaint or becomes aware that a complaint is being brought against them.

Any NRAH registered therapist found to have been dismissed from membership of any other professional therapy or self-development related organisation on the basis of professional misconduct may summarily be dismissed from NRAH registration on those grounds alone.

The Therapists duty

If a patient complains to the therapist, the therapist is obliged in the first instance to endeavour to resolve the issue as quickly and professionally as possible, and to assist the patient by advising them of the address of the NRAH or the address of any relevant professional organisation that may be appropriate. A registered therapist has the right to representation and reply at all times.

What is a complaint?

A complaint is either a written or verbal expression of dissatisfaction. This may relate either to how the NRAH itself has carried out its work, or how a client has been treated by a therapist on the register. This complaints procedure may also be used by an NRAH member in respect of another member.

PLEASE NOTE: Whereas a verbal complaint may be acknowledged, only a written signed complaint will proceed further. Nor can we investigate a complaint in respect to a therapist who is no longer a registered member of the NRAH. All complaints written or verbal regarding a registered therapist will be past on to the therapist.

If both parties agree in the first place to abide by the decision of the NRAH Disciplinary Committee then that decision will be binding on both parties. This in no way detracts from an individuals statutory rights.

Complaints procedure. How to make a complaint

If you need any help in making your complaint please ask and we will try to provide it.

If you are unhappy with a service or the level of service provided by the NRAH, you may wish to raise it first directly with either the person or the department concerned. 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 NRAH registered therapist, it is advisable to raise the matter first directly with the therapist concerned, in order to try to resolve the matter as quickly as possible.

If you feel that your complaint has not been resolved to your satisfaction and wish to take the matter further, you may make a complaint either by letter or fax, marked "Confidential", directly to (British) National Register of Advanced Hypnotherapists at the head office address. Please give full details of the issues you wish to raise.

The NRAH 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 as stress free as possible for you.

All complaints are dealt with in confidence.

There is no set time period for making a complaint, but please be aware that 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.

How will your complaint be investigated?

In most cases, your complaint will be referred to the President of the NRAH. The President shall have initial responsibility for determining whether the issue/s raised represent a valid complaint within the parameters of the NRAH Codes of Ethics. If your complaint falls within the complaints criteria, the President may decide to handle the matter personally, or pass it on to a member of the management team (Complaints Officer.) 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 as short a time as possible of receipt, but please allow up to fifteen (15) working days.

If it is decided that your complaint is valid (as described above), you will be:

1. Provided with a copy of the NRAH Code of Ethics.
2. Given the name and contact details of the person investigating your complaint.
3. Informed how long we expect to take to look into your complaint and when you can expect a reply. Whilst this will vary from case to case, it is our aim to resolve the matter as professionally & quickly as possible.

Once the complaints procedure has been entered into, correspondence may take the form of a letter or e-mail.

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

1. No further action
2. An admonishment
3. Temporary suspension from Registration (Period will be specified)
4. Removal from the NRAH register

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

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 (or members) of the Management Team who has (have) had no previous involvement with the complaint.

(N.B. This same appeal 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 “President and or the Complaints Officer” was the decision reached reasonable?

An appeal against a decision must be made within 28 calendar days of the decision being informed. It is very important to adhere to this timetable, as no appeal will be considered by the NRAH after this period has lapsed.

UKCHO Adjudication

If either party is still dissatisfied with the final decision of the NRAH appeals panel they have the right to take their case to the UK Confederation of Hypnotherapy Organisations (UKCHO).

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.

Where it is considered appropriate, the NRAH reserves the right to publish the details of any complaint and findings. This would take the form of inclusion in the NRAH newsletter and/or its website. The complainants identity will be protected at all times, only the details would be published.

A registered therapist has the right to representation and reply at all times.

In no way does any of the above procedure detract from an individual’s statutory rights.

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