Complaints & Feedback Policy
Last updated: 29 December 2025
Solace is a small, practitioner-run studio.
Your experience matters. This policy outlines how feedback or complaints are handled in a respectful, clear, and professional way.
This policy exists to ensure concerns are addressed thoughtfully, without defensiveness or escalation.
1) OPEN FEEDBACK
Solace welcomes respectful feedback.
Feedback may include:
• comments about your experience
• suggestions for improvement
• concerns about communication, comfort, or care
Feedback can be shared:
• verbally
• by email
• via the website contact form
Feedback is used to support quality, safety, and integrity within the studio.
2) RAISING A COMPLAINT
If something feels wrong or unresolved, you are encouraged to raise it directly.
Complaints should be made:
• as soon as practical after your session
• in a calm and respectful manner
Complaints can be submitted:
• by email
• via the website contact form
This allows concerns to be addressed clearly and without misunderstanding.
3) HOW COMPLAINTS ARE HANDLED
All complaints are taken seriously.
Solace will:
• listen carefully to the concern
• review the circumstances fairly
• respond honestly and respectfully
• aim to resolve the matter without unnecessary delay
Where appropriate, outcomes may include:
• clarification or explanation
• an apology
• adjustments to practice
• other reasonable steps to address the concern
4) RESPONSE TIMEFRAMES
Solace aims to acknowledge complaints within 7 days.
Some matters may require additional time to review properly. If so, you will be kept informed of the process.
5) CONFIDENTIALITY
All feedback and complaints are handled confidentially.
Information is only shared where necessary to:
• understand the issue
• respond appropriately
• meet legal or professional obligations
6) BEHAVIOUR EXPECTATIONS
Complaints must be raised respectfully.
Aggressive, abusive, threatening, or harassing communication will not be tolerated and may result in:
• communication being ended
• refusal of further services
This policy protects both client and practitioner safety.
7) EXTERNAL OPTIONS
If a matter cannot be resolved directly, you may choose to seek external advice or support through relevant professional or regulatory bodies.
Solace encourages direct communication first, wherever possible.
8) CONTINUOUS IMPROVEMENT
Feedback and complaints are used as part of ongoing professional reflection and improvement.
Raising a concern does not affect your right to respectful care.