Complaints Procedure

Terms: “Ciara”; “Ciara McKay” and “Fidra Hypnotherapy” are used interchangeably in this document.

Privacy and confidentiality are key components of Fidra Hypnotherapy’s work with clients, and Ciara is highly aware of the need to protect client’s personal information.

If you believe that your personal information has been mishandled by Ciara at Fidra Hypnotherapy, then, under UK data protection law, you have the right to register your concern about this. Concerns about the mishandling of personal data can range between issues related to confidentiality, data security, or data usage.

In the first instance, concerns should be shared directly with Ciara, so that she can work productively with clients to resolve any issues raised. Please note that clients who wish to raise a concern will be met with professionalism, and taken very seriously, with an emphasis upon the proactive resolution of any complaints.

Making a Complaint

To make a complaint, you can contact Ciara via Fidra Hypnotherapy’s email address:

contact@fidrahypnotherapy.co.uk

You can also contact Ciara via the website’s contact form, which is accessible here:

https://www.fidrahypnotherapy.co.uk/contact-me

Next steps

In line with new legal requirements relating to data protection complaints in the UK, Ciara will acknowledge your complaint within 30 days (at the latest; she will generally aim to acknowledge a complaint within 7 days of its receipt).

After acknowledging the complaint, Ciara will then investigate it, whilst keeping the client informed of her progress. Once the investigation is complete, Ciara will promptly communicate the result of her investigation to the client.  

The complaints process will remain confidential, unless it becomes necessary for Ciara to share information with another party as a result of professional regulations or legal requirements (e.g. safeguarding).

Please note that data relating to complaints will be stored in accordance with the guidelines set out in Fidra Hypnotherapy’s Privacy Policy (accessible here: https://www.fidrahypnotherapy.co.uk/gdpr-policy)

Escalation of complaint

While Ciara aims to resolve all complaints to clients’ satisfaction, should a client wish to escalate a complaint further, they can contact the UK Information Commissioner’s Office (ICO).

The ICO can be contacted online, via their website: https://ico.org.uk/

They can also be contacted by telephone, via their helpline:

0303 123 1113

Ciara McKay is the data controller, and her ICO registration number is ZC087708