Complaint and Dispute Resolution Policy
1. Purpose
The Boulder Hypnotherapy Institute ("the Institute") is dedicated to providing a high-quality educational experience for all participants. This policy outlines the procedures for reviewing and resolving complaints and disputes related to our programs, ensuring that concerns are addressed promptly, fairly, and transparently.
2. Scope
This policy applies to all participants enrolled in any program offered by the Institute, including but not limited to courses, workshops, certifications, and seminars.
3. Guiding Principles
- Respect and Fairness: All complaints will be handled with respect, impartiality, and confidentiality.
- Timeliness: We are committed to resolving issues promptly.
- Transparency: Participants will be informed of the process and outcomes at each stage.
- Continuous Improvement: Feedback will be utilized to enhance our programs and services.
4. Definitions
- Complaint: An expression of dissatisfaction regarding the Institute's programs, services, or staff.
- Dispute: A disagreement between a participant and the Institute requiring formal resolution.
5. Procedure for Submitting a Complaint or Dispute
Step 1: Informal Resolution
Participants are encouraged to first address their concerns directly with the involved parties. Many issues can be resolved through open and respectful communication.
Step 2: Formal Complaint Submission
If the issue remains unresolved, participants may submit a formal written complaint.
How to Submit:
Email: info@boulderhypnotherapyinstitute.com
Mailing Address:
Boulder Hypnotherapy Institute
30 Loring Blvd, STE 305
Plymouth, MA 02360
Information to Include:
- Full name and contact details
- Detailed description of the complaint, including dates, times, and individuals involved
- Any relevant supporting documents
Step 3: Acknowledgment
Within five (5) business days of receiving the complaint, the Institute will acknowledge receipt in writing.
Step 4: Investigation
An impartial investigation will be conducted, which may involve:
- Reviewing submitted documents
- Interviewing involved parties
- Consulting relevant policies and records
Step 5: Resolution
- Decision: A determination will be made based on the investigation findings.
- Notification: Within thirty (30) business days of acknowledgment, the participant will receive a written response outlining the decision and any remedial actions.
6. Appeal Process
If unsatisfied with the resolution, participants may appeal the decision.
How to Appeal:
- Submit a written appeal within ten (10) business days of receiving the decision.
- Send the appeal to:
- Email: info@boulderhypnotherapyinstitute.com
- Mailing Address: Boulder Hypnotherapy Institute, 30 Loring Blvd, STE 305, Plymouth, MA 02360
Review Process:
- The appeal will be reviewed by an independent committee not involved in the original decision.
- Additional information may be requested from the participant.
Final Decision: A written response will be provided within twenty (20) business days. This decision is final.
7. Confidentiality
All complaints and related communications will be kept confidential and shared only with those directly involved in the resolution process.
8. Non-Retaliation
Participants will not face retaliation or adverse consequences for filing a complaint or dispute in good faith.
9. Record Keeping
Records of all complaints, investigations, and resolutions will be maintained securely for a minimum of five (5) years.
10. External Resolution
If the issue remains unresolved after the appeal, participants may seek external mediation.
11. Contact Information
For questions or to submit a complaint, please contact:
Boulder Hypnotherapy Institute
Phone: (720) 694-5760
Email: info@boulderhypnotherapyinstitute.com
Mailing Address:
Boulder Hypnotherapy Institute
30 Loring Blvd, STE 305
Plymouth, MA 02360