If you have a concern or complaint regarding a service provided by one of our registered Practitioners, we strongly recommend that you first try speaking directly to them. Often, issues can be resolved quickly and amicably through direct conversation. If you do not feel this is possible or if it does not resolve the matter, the next step should be to engage with the Practitioner’s own official complaints process. Most professional practices will have a procedure for handling client feedback.

If you feel you cannot speak to your Practitioner directly, or if you have attempted to resolve the issue through the initial steps and it remains unresolved, you can approach the Accredited Practitioner Register for support and guidance. You can contact us by emailing register@athenaherd.org. Our Customer Services Manager will receive your query and can arrange for you to have a confidential conversation with an appropriate individual from our team. This person can answer any questions you may have and offer impartial guidance on what to do next.

If you decide to proceed with making a formal complaint to the Register, you will need to provide us with information on how you have already tried to resolve the issue with the practitioner. Alternatively, if taking those initial steps was not possible, you must provide a clear explanation as to why this has not been possible or appropriate in your situation.

Crucially, we are only able to consider and investigate complaints made against our current members. Therefore, before proceeding, please ensure that the Practitioner in question is an active and verified member of the Accredited Practitioner Register.

When you are ready to make a formal complaint, please follow the steps below to ensure the process is handled correctly and efficiently:

• Read Our Guidance: For detailed information on the process, the criteria for a complaint, and what you can expect, please see our comprehensive guidance on complaints.
   
• Complete the Form: Once you have read the guidance and wish to proceed, please complete our official online complaint form with as much detail as possible.
   
• Understand the Review Process: To understand how your complaint will be handled, investigated, and reviewed, please look at the procedural outline of our Professional Conduct Review Committee (PCRC), which is the body responsible for adjudicating formal complaints.