1. Purpose of This Policy
At Dreams to Realities, we are committed to providing a professional, supportive, and respectful service to all clients attending online and face-to-face consultations.
We value feedback and take complaints seriously. This policy explains how clients can raise concerns and how complaints will be handled fairly, confidentially, and efficiently.
2. Scope
This policy applies to:
- Online consultations
- Face-to-face consultations
- Communication with clients
- Administrative and customer service matters
- Conduct of therapists, practitioners, or representatives acting on behalf of Dreams to Realities
3. How to Make a Complaint
If you are unhappy with any aspect of our service, we encourage you to let us know as soon as possible so we can attempt to resolve the matter promptly.
Complaints can be submitted:
- By email
- In writing
- By telephone
- In person during a consultation
Please include:
- Your full name
- Contact details
- A description of the issue
- Relevant dates or appointment details
- Any supporting evidence or documentation
4. Complaint Handling Process
Step 1 – Acknowledgement
We will acknowledge receipt of your complaint within 5 working days.
Step 2 – Investigation
Your complaint will be reviewed fairly and confidentially. We may contact you for additional information where necessary.
Step 3 – Outcome
We aim to provide a full response within 14 working days. If more time is required due to the complexity of the complaint, we will keep you informed of progress.
Possible outcomes may include:
- An explanation
- An apology
- Corrective action
- Service improvements
- A refund or partial refund where appropriate
- If a complaint cannot be resolved, the complainant may escalate it to our governing bodies, BABCP & COSCA
5. Confidentiality
All complaints will be handled with strict confidentiality and in accordance with applicable data protection laws.
Information will only be shared with individuals directly involved in resolving the complaint.
6. Unacceptable Behaviour
Dreams to Realities is committed to maintaining a safe and respectful environment for both clients and staff.
Aggressive, abusive, threatening, or discriminatory behaviour towards staff or practitioners will not be tolerated and may result in termination of services.
7. Record Keeping
Records of complaints and outcomes will be securely retained for monitoring and service improvement purposes.
8. Continuous Improvement
We use complaints and feedback constructively to improve our services, client experience, and professional standards.
9. Contact Information
For complaints or concerns, please contact:
Dreams to Realities – Complaints Manager
Email: informationdtr@gmail.com
Website: dreamstorealities.co.uk
Policy Review Date: May 2026
Next Review Date: May 2027