Complaints Policy

​

I care deeply about working with integrity, clarity, care, and responsibility. If you have a concern or complaint about the way I have worked with you, I welcome you to bring it to me directly.

​

I understand that when people invest time, money, trust, and vulnerability into a process, it matters deeply that the work feels clear, respectful, and aligned with what has been offered. If something feels uncomfortable, disappointing, misaligned, or unresolved in the way I have held a session, training, workshop, or mediation, you are welcome to contact me in writing.

​

Step 1: Raise your concern in writing

Please email me with a brief outline of:

• the concern or complaint you would like to raise

• what part of the service or process felt problematic

• what response or outcome you are hoping for

 

emma@connectionalchemy.com

​

I aim to acknowledge complaints within 5 working days.

​

Step 2: Review and written response

I will take time to reflect carefully on what you have shared and will usually respond more fully within 14 working days.

​

As part of this process, I may seek supervision or professional reflection in order to respond with care, accountability, and integrity.

​

Step 3: Further dialogue, where appropriate

If it feels helpful and appropriate, I may offer a further conversation with you to better understand the concern, clarify any misunderstanding, and explore whether some repair, learning, or resolution is possible.

​

This conversation is not guaranteed in all cases, but where possible I value addressing concerns relationally and respectfully.

​

Step 4: If the concern remains unresolved

If, after my written response and/or a further conversation, the issue still feels unresolved, we may agree to explore an external mediation or facilitated resolution process with an independent third party.

​

This would only take place if both sides are willing. If we choose this route, we would discuss together how the cost would be shared, including whether I would contribute partly or fully depending on the nature of the concern and the circumstances.

​

Refunds

Refunds are not automatic and are not offered simply because someone is dissatisfied with the outcome of a process.

​

Relational work, coaching, training, and mediation involve many human variables and cannot guarantee a particular emotional, interpersonal, or practical outcome.

​

If a refund is requested, I will consider it case by case. In deciding whether a partial or full refund is appropriate, I will take into account:

​

• the nature of the concern

• the clarity of what was offered

• whether the service was delivered in alignment with my stated role, agreements, and process

• whether the dissatisfaction relates mainly to the outcome of the work, or to the way the service itself was held and delivered

 

Where there has been a significant mismatch in what was offered, or a substantiated concern about the way the service was held, I may offer a partial or full refund where appropriate.

​

Where the service was delivered substantially as described, and the dissatisfaction relates primarily to the outcome of the work rather than the integrity of the service itself, a refund will not usually be offered.

​

My commitment

If you bring me a concern, I will do my best to meet it with seriousness, care, honesty, and openness to learning.

​

My intention is not to be defensive, and also not to promise outcomes I cannot guarantee. I aim to hold concerns in a way that supports dignity, accountability, learning and as much mutual understanding as possible.