Complaints and disciplinary procedure

Making A Complaint

If you are unhappy with a service or the level of service provided by an REBHP Therapist, we encourage you to first raise it directly with the therapist concerned to try to resolve the matter as quickly as possible. If wish to take the issue further you may make a complaint by letter or email directly to the Administrator at the Register.

Please give full details of the issues you wish to raise.

REBHP is committed to dealing with any complaint thoroughly in reasonable timeframe and in a fair, and impartial manner. All complaints are dealt with in confidence* (see below for proviso on confidentiality). Records are kept of all complaints and how they are handled.

Complaints against REBHP therapists must be made within one year of the issue concerned. More serious complaints will also be considered at the discretion of the Complaints Officer. Complaints against therapists for periods prior to their membership of REBHP will in general not be entertained unless of a serious nature.

Procedure

Your complaint will be referred to the Complaints Officer. At no time will your complaint be investigated by anyone involved in the substance of the complaint.

REBHP commits to acknowledge receipt of complaints within 14 days and to respond within 28 days determining if the complaint is valid.

If the Registrar decides that your complaint is valid, you will be:

i. Provided with a copy of the REBHP Code of Ethics
ii. Given the name and contact details of the person investigating your complaint
iii. Informed about how long the complaint investigation will take and when you can expect a reply. This will vary from case to case.

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 REBHP Chairman for disciplinary action. This action (dependent on the circumstances of each case) may be decided solely by the Chairman or in consultation with a member or members of the REBHP Committee.

Disciplinary action will take into account the seriousness of the complaint and any previous upheld complaints or breeches of the code of ethics and practise.Such disciplinary action may include but not necessarily be limited to:
• No further action
• An admonishment or Temporary suspension from Registration (Period will be specified)
• Removal from REBHP You will be advised of any action that the REBHP has taken as a result of the complaint.

REBHP reserves the right to publish details of any complaints as it considers appropriate. Such notification that REBHP is entitled to publish on its website or in its newsletter, under these procedures, be published elsewhere by REBHP - at its sole discretion. Termination of membership under the Complaints Procedure will be reported in the Register’s newsletter.

Appealing a Decision
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 REBHP Committee who has had no previous involvement with the complaint. This same Appeals Procedure is also available to any person against whom the complaint has been brought. An appeal against a decision must be made within 28 calendar days of the complaint being informed.

Please note that REBHP is not responsible for travel or any other expenses incurred either by the Complainant or the Respondent in connection with any stage of the complaint.

*Confidentiality of complaints:
All complaints are dealt with in confidence with the proviso that they are not deemed to be vexatious or frivolous complaints. REBHP reserves the right to publish the names of complainants who appear to be abusing the complaints process by submitting vexatious and frivolous complaints