Aims
Harmony Massage Limited is dedicated to delivering exceptional service while fostering an open and accountable environment that nurtures trust and respect. We recognize that one of the most effective ways to enhance our offerings is by actively listening to and addressing feedback from our clients and staff.

Our objectives are to ensure that:  
- We regard a complaint as a direct expression of dissatisfaction with our services that warrants immediate attention.  
- Complaints are addressed promptly, courteously, and confidentially when necessary.  
- Our responses are appropriate, which may include an explanation or an apology if we have erred, as well as information on actions taken.  
- We learn from complaints and utilize them to refine our services, reviewing our complaints policy and procedures annually.We acknowledge that many concerns may be raised informally and resolved quickly.

Our aims are to:
- Resolve informal concerns efficiently.  
- Keep matters discreet.  
- Facilitate mediation between the complainant and the staff member involved.The formal complaints procedure is designed to ensure that all complaints are managed fairly, consistently, and resolved to the satisfaction of the complainant wherever possible.

Confidentiality:
Except in exceptional circumstances, every effort will be made to maintain confidentiality for both the complainant and Harmony Massage Limited. However, due to the nature of certain complaints, it may not always be feasible to ensure confidentiality. In such instances, we will explain the situation to the complainant.

Complaints Procedure for Clients and Staff:
If you are a client or a staff member and have a complaint regarding any aspect of Harmony Massage Limited, we encourage you to first discuss your concerns with the staff member involved. We aim to resolve issues within 5 working days.

If your complaint remains unresolved, please submit your complaint in writing to the Director. The Director will:
- Acknowledge your complaint within 5 working days.  
- Investigate the issues raised, which may involve discussions with you.  
- Respond to you in writing within 20 working days of acknowledging your complaint. If the complaint is deemed serious, the investigation and response will be expedited within 5 working days.

Responses will include a comprehensive explanation of the investigation’s findings and information regarding any parts of the complaint that were not upheld, as well as any corrective actions to be taken by Harmony Massage Limited.

We will maintain anonymized records of complaints for continuous improvement.If investigations extend beyond 20 days, we will keep you informed about the process.

Complaints Procedure for the General Public:
If you are a member of the public or a relative of a client and wish to lodge a complaint about any aspect of Harmony Massage Limited's operations, please submit your complaint in writing to the Director. Your complaint will be treated confidentially if you wish, provided it is practical to do so. With your consent, we will keep a record of your complaint and its submission date.

All complaints will be reviewed on an annual basis, and Harmony Massage Limited will identify any trends to facilitate continuous improvement.

If you wish to submit a complaint in writing to the Directors, please contact:  
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Helen Porter and Wioleta Janik
Email: info@theharmonymassage.com

Appeals Procedure for Clients
If you disagree with the assessment of your experience or service provided by Harmony Massage Limited, please first discuss the issue with the staff member involved to understand their decision and explore informal resolutions.

If you remain dissatisfied, you may appeal in writing to the Director within 10 working days from when you were informed about the service outcome.  

All appeals will be acknowledged within 5 working days, and an investigation will follow. The Director will aim to reach a resolution collaboratively, potentially involving reassessment or reconsideration of the circumstances.

If the Director cannot resolve the issue, a date will be set for the appeal to be heard by the appeals board.

Grounds for Appeal:
Clients may appeal based on the following grounds:  
- The conduct of the service provided.  
- The adequacy of the communication regarding the service.  
- The opportunity given to express concerns.An appeals board will consist of:  
- The Director.  
- Relevant staff members.  
- An impartial mediator with experience in similar services.

When an appeal is received, the board will convene within 20 working days to deliberate. The outcome will be communicated to the client and may result in:  
- Confirmation of the initial assessment.  
- Reassessment of the service experience.

All clients will receive formal notification of the appeal outcome within 10 working days of the decision.

Further Appeals:
If a client believes the appeals process was not conducted properly or feels dissatisfied with the decision of the appeals board, they have the right to appeal to an external body, if applicable.

Malpractice and Integrity Policy:
This policy applies to all staff and clients of Harmony Massage Limited and outlines the steps to address suspected or actual malpractice.

Definition of Malpractice:
Malpractice is any action that deliberately violates regulations and jeopardizes the integrity of our services.

Examples of Malpractice:
- Non-adherence to ethical practices.  
- Misrepresentation of qualifications or services.  
- Falsification of information.

Reporting Malpractice:
Anyone aware of suspected malpractice should immediately report it to the Director in writing, detailing:  
- The individuals involved.  
- The nature of the incident.  
- Any relevant circumstances.

Harmony Massage Limited aims to address and resolve all reported cases within 20 working days.

Investigation Outcomes:
If malpractice is confirmed, potential actions may include:  
- Implementing changes to prevent recurrence.  
- Addressing service delivery.  
- Informing relevant parties if certificates or qualifications are affected.

Plagiarism Policy:
At Harmony Massage Limited, we expect original work and proper acknowledgement of others’ contributions. Plagiarism encompasses unauthorized use of others' work and is considered a serious offence.

Process and Action:
We utilize plagiarism detection software for assignments. Any work found to be in violation may result in penalties.

We review this policy annually to ensure it reflects our commitment to quality service and complies with any regulatory changes.
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