Complaints Policy

Carla McGreevy is committed to providing a safe, professional, and high-quality service across all 1:1 sessions, group classes and workshops, and courses and trainings. This policy explains how to raise a concern or complaint, and how it will be handled, in line with IPHM (International Practitioners of Holistic Medicine) accreditation standards.

Step 1: Raise It Directly

Most concerns are best resolved quickly and informally. Please email carla@carlamcgreevy.com with details of your concern. I will acknowledge your email within 5 working days and aim to respond fully within 14 working days.

Step 2: Formal Written Complaint

If your concern isn't resolved at Step 1, or you'd prefer to raise it formally from the outset, please submit a written complaint by email, including:

• Your name and contact details

• The service involved (1:1 session, group class, or course/training) and relevant dates

• A clear description of your concern

• What outcome you're hoping for

I will acknowledge your formal complaint within 5 working days and provide a full written response within 28 days. Where an investigation takes longer, I will let you know the reason and give an updated timeframe.

Step 3: Escalating to IPHM

If, after completing Steps 1 and 2, you remain unsatisfied with the outcome, you may escalate your complaint to IPHM, my accrediting body. IPHM requires that you have first raised the matter directly with me before they will investigate. You can find IPHM's complaints process at iphm.co.uk.

IPHM reserves the right to investigate complaints and, depending on the nature and severity, may take action regarding accreditation.

Confidentiality and Records

All complaints are handled confidentially and in line with UK GDPR. Records of complaints and their outcomes are kept securely and used only to resolve the matter and improve my practice.

Contact

Email: carla@carlamcgreevy.com Website: carlamcgreevy.com