Catharsis is dedicated to the absolute safety, dignity, and discretion of our clients. We view complaints as opportunities to learn, adapt, and improve our services.
1. Reporting and Resolving Concerns
We are committed to resolving any operational concerns swiftly and discreetly.
- Every written complaint will be acknowledged within 3 working days.
- Complaints will be fully investigated and responded to within 28 days of being made.
- Complainants dissatisfied with the local process may escalate to the Local Government Ombudsman or contact the Care Quality Commission (CQC).
2. Safeguarding and Protection
Our mandate is the protection of vulnerable adults transitioning through medical care. If a complaint involves alleged abuse, the matter will be referred immediately to the Local Safeguarding Board.
3. Supplier Code of Conduct
When third-party wellness practitioners, lifestyle managers, or boutique suppliers interact with Catharsis clients, they are bound by an uncompromising code of conduct.
- All suppliers must agree to hold all confidential information strictly confidential.
- Suppliers and their employees agree to strict non-disparagement of our members, staff, and partner brands.