Logo Issue 3.12

The National Register of Hypnotherapists & Psychotherapists

Complaints Procedure

Therapists must advise clients wishing to make a complaint that they must contact the NRHP. Full details of the NRHP complaints policy and procedure can be obtained on request.

All complaints against members, other than those being dealt with by Courts of Law, will be dealt with by the Board of Directors or on the recommendations of any Disciplinary Body established by the Board of Directors.

On receiving a complaint against any therapist, the Executive Member of the NRHP will request from the complainant that full details of the complaint be submitted in writing (if this has not already been done) within 21 days. (If a complaint is not progressed within 21 days of formal acknowledgement from NRHP, that complaint is deemed to have been withdrawn.) The complainant must be informed, also in writing, that although the Board of Directors is prepared to respect confidentiality and to note the nature of the complaint, it cannot proceed against any therapist unless the full nature of the complaint and the name of the complainant be made known to the therapist.

If the complainant wishes to proceed with the matter, the Executive Member will then, in writing, inform the therapist concerned, giving full details and inviting the therapist to make any comment he/she so wishes. Having given a reasonable time for a reply to be received, no more than 21 days, the Executive Member will then place all the details before the Ethics Committee for its initial consideration. Depending on the circumstances, the Board of Directors may, at this stage, ask one of its Members to liaise with the complainant and the therapist to investigate the possibility of mediation, before proceeding further.

Should the Ethics Committee thereafter decide that a prima facie case has been established, it will so notify the parties concerned. Arrangements will then be made for a formal hearing of the case within a period of four weeks. A Disciplinary Body consisting of at least three members of the Board of Directors or their representatives will be appointed to conduct the hearing. The Executive Member will inform both the complainant and the therapist of this hearing, inviting them to attend in person and to bring along any witnesses and/or be professionally represented, if they so wish. Failure of the respondent to attend the hearing without due cause and notice may lead to forfeiture of membership, and the hearing taking place in their absence. Within a period of three weeks after the formal hearing the Board of Directors will receive the findings of the Disciplinary Body and, having confirmed them, decide on any further action to be taken. All decisions will be conveyed to both complainant and therapist in writing.

In the event of either party not being satisfied with the decision arrived at, a Final Review by the Board of Directors itself may be requested. Representations must be made in writing within 21 days giving the reasons for the request. The Board will review these along with the recommendations presented earlier by the Disciplinary Body. Normally, only representations regarding the correct application of the Complaints Procedure will be entertained. A Final Decision will then be communicated. (These review proceedings will not involve those Board Members who served on the earlier Disciplinary Body.)

Both the complainant and the therapist have the right to appeal further to the UKCP's Central Final Appeals Process. In either case, complaints will only be considered on the grounds of improper procedure. Any costs incurred in these further appeals will be recoverable from the individual in such terms as the Board of Directors of NRHP considers appropriate.

The NRHP is required to inform the Hypno-Psychotherapy Section of the UKCP of any complaint against a therapist which is upheld, and to inform the UKCP Registration Board of the names of members who have been suspended or expelled. Therapists are required to inform the NRHP of any complaint against them upheld in another member organisation of the UKCP.

The resignation of a member shall not be allowed to impede the process of any investigation as long as the alleged offence took place during that person's membership.

Other complaints by Members

Other than as dealt with above, there may be circumstances in which a member of NRHP may wish to raise a complaint or grievance regarding the application of this guide, to his or her particular case. In the first place, NRHP Members are strongly encouraged to seek resolution of the problem by direct discussion with the Officers of the NRHP. If, in the event, the matter is not so resolved, appeal may be made to the Board of Directors who will appoint three of its Members to examine the case, either by correspondence or by a hearing, and to give a ruling. If it should then be so requested by the complainant, a Final Appeal to the full Board of Directors will be permitted (excluding those members involved in the previous stage).

As in earlier procedures, further appeal to the UKCP's Central Final Appeals Process will be possible, but only on the grounds of improper application of the above procedure.

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