Complaints Policy
Sandra Gaertner, Somatic Therapy & Coaching
Client Complaint Procedure, Version 1.0, Effective 2026
Practitioner Sandra Gaertner
Practice name Sandra Gaertner - Somatic Therapy & Coaching
Website www.sandragaertner.net
Location Reading, England
Document version 1.0
Review date Annually or following any significant complaint
1. Purpose & Commitment
I am committed to providing a safe, respectful, and high-quality somatic therapy and coaching service. I take all complaints and concerns seriously and believe that handling them openly and fairly is an important part of ethical practice.
This procedure explains:
• What counts as a complaint
• How to raise a concern with me directly
• The steps I will take to resolve it
• What to do if you remain unsatisfied
This document is provided to all clients at the start of our work together as part of my informed-consent process.
2. What Is a Complaint?
A complaint is any expression of dissatisfaction — however it is communicated — about the service I provide or about my conduct. This includes, but is not limited to:
• The way a session was conducted
• Communication (e.g. emails, scheduling, boundaries)
• Confidentiality or record-keeping concerns
• Fees, cancellation, or scheduling disputes
• Any behaviour that felt unsafe, disrespectful, or unethical
You do not need to use the word "complaint" for your concern to be treated as one. If you are unsure whether something counts, please contact me — I would rather you raise it than not.
3. Who Can Make a Complaint?
Any of the following may raise a concern or complaint:
• A current or former client
• A parent or guardian of a minor client
• A person acting on behalf of a vulnerable adult or a deceased client
• Any member of the public affected by my professional conduct
4. Stage 1 — Raising a Concern Directly With Me
How to contact me
In the first instance, I encourage you to contact me directly. Many concerns can be resolved quickly through open conversation.
You can reach me by:
• Email: mail@sandragaertner.net
• In writing to: Sandra Gaertner, 43 Wayside Green, RG8 0PR Reading
Please include your name, a brief description of your concern, and your preferred contact method for my response.
What happens next
1. I will acknowledge your complaint within 5 working days of receiving it.
2. I will investigate your concern, which may involve reviewing session notes, correspondence, or other relevant records.
3. I will provide a written response within 28 days of receiving your complaint. If I need more time, I will let you know and explain why.
4. My response will set out my understanding of the concern, the outcome of my review, any action I am taking, and an explanation of your right to escalate if you remain unsatisfied.
All complaints and my responses will be recorded confidentially and held for a minimum of 7 years, in line with good practice guidance.
5. Stage 2 — Escalation (If You Remain Unsatisfied)
If you are not satisfied with my response at Stage 1, you have the following options:
a) Independent Mediation
You may request independent mediation. I am willing to participate in a mediated process and will not unreasonably refuse such a request. We can agree on a suitable mediator together. Any associated costs will be discussed and agreed in advance.
b) Professional Standards Authority (PSA) Accredited Registers
Although I am not currently registered with a voluntary professional body (such as BACP or UKCP), I am committed to practising to an equivalent ethical standard. If you wish to raise a concern about professional conduct, you may seek guidance from:
• The Professional Standards Authority for Health and Social Care (PSA), which oversees accredited registers in the UK: www.professionalstandards.org.uk
• Citizen's Advice (citizensadvice.org.uk) for independent consumer guidance
c) Legal Action
Nothing in this procedure removes your right to pursue legal remedies. If you believe you have suffered harm, you may seek independent legal advice. Please note that I maintain professional indemnity insurance.
6. Timeframes
Acknowledgement of complaint: Within 5 working days
Full written response: Within 28 calendar days
Extension (if required): You will be notified in writing with a new date
7. Confidentiality
All complaints will be handled with the utmost discretion and confidentiality. Information about your complaint will only be shared with third parties where:
• It is necessary to investigate or resolve the complaint (e.g. seeking supervision guidance)
• You have given explicit consent
• There is a legal or safeguarding obligation to do so
I may discuss complaints anonymously with my clinical supervisor as part of reflective practice, without identifying you personally.
8. Record Keeping
Records of all complaints — including correspondence, investigation notes, and outcomes — will be:
• Stored securely in line with my Privacy Policy and UK GDPR obligations
• Retained for a minimum of 7 years
• Used anonymously to inform service improvements
You have the right to request access to information held about you under the UK General Data Protection Regulation (UK GDPR). Please refer to my Privacy Policy or contact me directly for a Subject Access Request.
9. Unreasonable or Vexatious Complaints
I am committed to treating every concern fairly and with respect. In the rare event that a complaint is deemed to be vexatious, frivolous, or made with the intent to cause distress rather than to resolve a genuine concern, I reserve the right to limit the manner in which I engage with it. I will always explain my reasons in writing before taking this step.
10. Learning From Complaints
I view complaints as a valuable opportunity for reflection and improvement. Where a complaint identifies a problem with my practice, I will:
• Acknowledge what happened
• Consider what changes, if any, are needed
• Reflect on the matter in clinical supervision
• Update my policies or practice where appropriate
11. Contact Information
Name Sandra Gaertner
Role Somatic Therapist & Coach (Sole Practitioner)
Email mail@sandragaertner.net
Address 43 Wayside Green, RG8 0PR
Website www.sandragaertner.net
This procedure is reviewed annually or following any significant complaint. The most current version will always be available on request.
