Complaints Policy

To become an ISF member, a sophrologist must be professionally trained by one or more approved training providers and commit to practising in accordance with our Code of Ethics.

We take all concerns and complaints seriously and will investigate if there is doubt that a member has adhered to these standards. Our priority is to protect the public and support our members in delivering safe, high-quality services. If you are unhappy with your experience with an ISF Member, you can submit a complaint or raise a concern with us as their professional association.

When raising a concern or complaint, please provide as much detail as possible about your experience, including dates, locations, and the name of the ISF Member involved. This helps us conduct a thorough and fair review.

If you are unsure about how to proceed with a concern, we can arrange a conversation to guide you through the process. Where possible, we recommend that you first raise your concern directly with the ISF Member. If this is not possible, or if you have not received a satisfactory outcome, you may submit your concern or complaint to the International Sophrology Federation.

Throughout the investigation, the ISF is committed to supporting both the person raising the complaint and the member involved. We provide guidance, resources about our Code of Ethics, and ensure that all parties are treated with fairness and respect at every stage of the process. Our Code of Ethics can be found at: ISF Code of Ethics and Professional Conduct as at April 2024.docx

Step-by-Step Procedure

We are able to handle the following types of concerns and complaints:

• A sophrology session provided by an ISF member (for example, dissatisfaction with session content, approach, or professionalism).
• Concerns about a member’s conduct outside of a sophrology session (such as inappropriate behaviour or a criminal conviction unrelated to their professional practice).

We are unable to deal with:

• Individuals who were not ISF members at the time of the incident (for example, a practitioner who joined ISF after the event occurred).
• Matters of a legal nature or claims for compensation.

Who can submit a complaint:

• Clients of ISF members.
• A client’s representative (such as an advocate or legal guardian).
• A parent or guardian representing a child under 16.
• A representative for an adult who lacks mental capacity.

If you are submitting a complaint on someone else’s behalf, we may need their consent in order to review the complaint.

Timescales

Complaints must normally be made within 12 months of the event in question, unless there are valid reasons for a delay. If the person affected was under 16 at the time, the 12-month period begins on their 16th birthday.

We aim to acknowledge all complaints within 3 working days and provide a substantive response within 6 weeks.

What action we can take

Our goal is to address and correct any poor practice that gives rise to complaints. If a complaint is upheld, depending on the issue’s seriousness, we may:

• Advise a member on how to improve their practice.
• Require specific changes or improvements.
• Suspend or withdraw ISF membership.

If a member does not comply with sanctions, their membership may be withdrawn. Please note we cannot prevent a practitioner from continuing to practise independently or assist with financial compensation claims.

How to submit a complaint about an ISF member

To submit a complaint or raise a concern about an ISF member, please download and complete the submission form below. We are unable to process complaints or concerns made by phone or via social media; all submissions must be made using the form and sent by email or post, along with any supporting documents or evidence.

Once we receive your completed form and supporting documents, we will review your submission and may contact you for further information if needed. You will be kept informed about the progress and outcome of your complaint.

Download the complaint form here, and email it to office@sophrologyinternational.org

Your personal information will be handled in accordance with applicable data protection laws, such as the General Data Protection Regulation (GDPR), throughout the complaints process. Complaints will be treated with discretion and only shared with those directly involved in their resolution.

Record keeping and Monitoring

All complaints received will be entered into a centralised complaints database, recording key information, including the date received, complainant details, nature of the complaint, actions taken, and the current status. The complaints log will be reviewed weekly to monitor progress, ensure timely resolution, and identify any emerging trends or recurring issues. A detailed report will be provided to the governing board at each monthly meeting. This structured approach ensures that all relevant parties are kept informed, promoting transparency and enabling effective oversight of the complaints process.

Accessibility of Policy

Our complaints policy is published on our website Sophrology International Federation.

Alternative formats available upon request.