Complaints Procedure

Kambo Practitioner Alliance ("KPA," "we," "our," or "us") is committed to ensuring a high standard of care and professionalism in all our services. However, if you are dissatisfied with any aspect of our services, we encourage you to let us know so we can address and resolve the issue efficiently.

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1. Informal Resolution

Wherever possible, we encourage you to resolve any concerns informally by speaking directly to the practitioner or individual involved. Many issues can be resolved through clear communication and mutual understanding.

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2. Formal Complaint Submission

If an informal resolution is not possible or satisfactory, you can submit a formal complaint in writing via email or letter to:

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Email: kambopractitioneralliance@gmail.com

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When submitting a formal complaint, please include the following details:

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• Your full name and contact details

• A clear and detailed description of your complaint, including relevant dates and supporting documentation

• The names of the people involved (if applicable)

• The resolution you seek

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3. Acknowledgment

Upon receipt of your complaint, we will send you an acknowledgment within 5 working days. We aim to investigate and respond to your complaint within 14 working days. If further time is required, we will keep you informed of the progress.

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4. Investigation Process

Your complaint will be reviewed by a senior member of the KPA team or an appointed independent reviewer. This may involve:

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• Speaking to those involved in the matter

• Reviewing documentation or session records

• Assessing the nature of the complaint against the Code of Conduct or professional standards

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5. Outcome and Resolution

After a thorough investigation, we will provide a written response that outlines:

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• Our findings

• Any corrective actions or remedies we will take

• Further steps available to you if you are dissatisfied with the outcome

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6. Appeals Process

If you are unsatisfied with the resolution provided, you may submit an appeal within 10 working days of receiving our response. The appeal will be reviewed by an independent panel or a senior member of the organisation not previously involved in the case. A final decision will be issued within 21 working days of receiving the appeal.

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7. External Escalation

If you feel that your complaint has not been addressed to your satisfaction through our internal processes, you may seek further guidance or escalate the complaint to external professional bodies or legal advisors.

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8. Confidentiality and Fair Treatment

All complaints will be handled in a confidential manner, and we will treat everyone involved with fairness and respect. We strive to learn from feedback and are committed to improving the quality of our services through constructive feedback.