Bi-Aura International - Complaints and Disciplinary Procedure
All Bi-Aura® Therapy Practitioners are required to adhere to our Code of Ethics. If you wish to make a complaint regarding one of Bi-Aura® International’s registered practitioners for not meeting this Code in any way, or to comment on the practice of Bi-Aura® in general, we offer this process for you to follow.
Complaints must be made in writing. A standard form is included below for your ease, although a free-form letter or email will be sufficient to initiate an investigation. Oral complaints will not be processed.
Please send your complaint with all the relevant details to connect@bi-aura.com or write to:
Complaints - Bi-Aura International - Flat 19, Sherborne House, Sherborne, Cheltenham, Gloucestershire, England, GL54 3DZ.
Strict confidentiality will be preserved throughout the process.
Bi-Aura® International operates a Just Culture. A Just Culture is a safe, learning culture, where our team members and practitioners are encouraged to report all concerns, in the knowledge that this reporting will be used to continually improve the growth, safety, and well-being of Bi-Aura® International staff members, volunteers, practitioners, and our clients.
Should a complaint arise, the complaint investigation and any subsequent disciplinary decisions will take into consideration any actions, omissions, or decisions made by the Bi-Aura® Therapy Practitioner that could be considered reasonable given their experience and training. However, negligent behaviour and willful or intentional non-adherence with the Bi-Aura® International Code of Practice is unacceptable. In each instance, any disciplinary action taken will be appropriate to the Bi-Aura® Therapy Practitioner’s actions and will be dealt with in accordance with the disciplinary processes outlined below:
Process
On receipt of a written complaint, the process for dealing with the complaint has four elements:
Preliminary investigation
The directors of Bi-Aura® International will arrange for an individual or a committee to investigate the complaint and to report back to the directors. The investigation will be led by a trained event investigator. The complaint will be dealt with in accordance with the complaints procedure.
As part of the process, a copy of the complaint will usually be forwarded to the practitioner or practitioners concerned, unless there are strong reasons not to do so. Notification of the complaint and the eventual decision will also be sent to UK Healers and to our insurers. The standard complaint form asks for authority that this may be done.
Formal consideration of the complaint
This may, but does not have to, include a formal hearing.
A decision on the evidence
When the directors are satisfied with the conclusion and any actions proposed, they will advise the complainant and the practitioner concerned, in a letter delivered by recorded delivery.
If it is concluded that the practitioner has not adhered to the Bi-Aura® International Code of Conduct, disciplinary action will be considered up to and including expulsion from membership of Bi-Aura® International, and loss of the practitioner's Registered status.
As a member of UK Healers, the directors will also report the conclusion and any actions proposed to UK Healers, and inform them of any decision to withdraw Registered Healer status from the individual healer. For more information about UK Healers please see the link here.
Provision for appeals.
If either the healer or complainant wishes to appeal against the conclusion, they must do so in writing, directly to the directors of Bi-Aura® International within 10 days of the date of post of the decision letter, giving their reasons.
Bi-Aura® International will form an Appeal Panel consisting of members who were not involved in the original investigation.
The appeal will be considered by the Appeal Panel which will be provided with all papers relevant to the complaint in advance to be sure that the original investigation was properly carried out.
If a hearing is thought necessary, the Appeal Panel will make arrangements with the Healer and the Complainant.
The Appeal Panel will either:
a.. confirm the original decision, or
b.. make an alternate decision
The Appeal Panel's conclusion will be final.