At samanthajhudson.com, we are committed to providing high-quality services, resources, and support. We welcome all feedback and take concerns seriously. This Complaints Procedure outlines how to raise a complaint and how it will be handled. 1. Purpose This procedure is intended to ensure that any complaint is handled fairly, consistently, and promptly, and that we take steps to improve our services where necessary. 2. Who Can Complain? Anyone who interacts with samanthajhudson.com — including clients, course participants, customers, or website users — has the right to raise a complaint. 3. What Can You Complain About? Complaints may relate to (but are not limited to): The quality or delivery of services (e.g., therapy, courses, workshops) Communication or conduct by Samantha or team members Technical issues with products, resources, or the website Data privacy concerns Misuse of information or breaches of professional boundaries 4. How to Make a Complaint You can submit your complaint in writing via email to: samanthajhudson@icloud.com Please include: Your full name and contact details A clear description of your complaint Relevant dates, times, or supporting evidence (if applicable) The outcome or resolution you are seeking (if known) 5. What Happens Next? Acknowledgement: You will receive an email acknowledging your complaint within 3 working days. Investigation: Your complaint will be reviewed by Samantha or a designated representative. We may request further details if needed. Response: A full written response will be provided within 14 working days. If more time is required, you will be notified with an updated timeline. Resolution: If your complaint is upheld, we will take steps to address the issue, which may include an apology, a refund (where appropriate), or changes to service delivery. 6. If You’re Not Satisfied If you're not happy with the outcome, you may request a review by an independent professional (e.g., a regulatory body or accredited supervisor, where applicable). For therapy-related concerns, you may also escalate your complaint to a relevant professional body such as the NCPS, or ICO (for data privacy issues). 7. Confidentiality All complaints will be handled confidentially, in accordance with data protection laws and ethical guidelines. 8. Record Keeping A record of all complaints will be maintained securely for a minimum of 7 years, in line with professional and legal requirements. We Value Your Feedback We view complaints as an opportunity to learn and improve. Thank you for taking the time to help us deliver better services and experiences.