For participants on Whole Thread Therapy CPD courses, including The Neuroaffirming Therapy Room and the wider course series
If a course hasn't met the standard you expected — in content, delivery, materials, accessibility, or anything else — I want to hear about it. This policy covers complaints from counsellors, psychotherapists, and other professionals attending Whole Thread Therapy CPD training. It's a separate process from the one for my therapy clients, reflecting the different nature of a training relationship between professional peers.
There are four stages to this process, each with its own timeline. You can enter at whichever stage is appropriate, though in most cases starting informally is the fastest route to resolution.
Many concerns can be resolved quickly through a direct conversation — during a course, via the post-course feedback form, or by emailing leanne@wholethreadtherapy.co.uk. You don't need to use formal language — telling me something didn't work for you is enough to start the conversation. I'll aim to respond within 5 working days.
If an informal approach hasn't resolved things, or you'd prefer to raise the matter formally from the outset, email leanne@wholethreadtherapy.co.uk with: the course name and date, a description of what happened, and the outcome you're looking for.
I'll acknowledge receipt within 10 working days and provide a full written response within 20 working days. If the complaint is complex and requires more time, I'll tell you why and give you a revised timeframe. The written response will cover what I've understood the complaint to be, what I've found, and any action taken — which might include course material corrections, a partial refund, a free place on a future course, or changes to delivery.
If you're not satisfied with my formal response, you can appeal in writing to leanne@wholethreadtherapy.co.uk, clearly marked as an appeal. Please set out what you disagree with and why. I'll review the original complaint and my response, and issue a written appeal decision within 20 working days.
If you remain unsatisfied after the appeal stage, you have the right to request an Independent Complaints Review (ICR). This is a review by a named independent person who has no direct association with Whole Thread Therapy — not a tutor, employee, or business partner — but who can be compensated by the practice for undertaking the review.
To request an ICR, email leanne@wholethreadtherapy.co.uk marked as an ICR request. You will be provided with the contact details of the named independent reviewer, to whom you can submit your complaint documentation directly. The reviewer's decision will be provided in writing within 30 working days of receiving the full complaint file.
Named Independent Complaints Reviewer
The details of Whole Thread Therapy's named independent reviewer will be provided directly on request at the ICR stage. This information is held privately to protect the reviewer's contact details from unsolicited contact.
On refunds: Where a complaint concerns payment, fees, or refunds, this is handled directly between us — professional bodies are not able to determine or award refunds. See the Cancellation & Refund Policy for full terms.
If your own professional or accrediting body requires evidence of CPD hours or quality assurance and you have concerns about a course you've attended, please let me know directly so I can address this with you.
I hold professional indemnity and public liability insurance as both a therapist and a training provider.