Complaints
Complaints and disputes policy
Date of last modified : Oct 14, 2025
Complaints and Disputes procedure
Serena’s Art Therapy values your constructive feedbacks/complaints and works to provide the best service to meet your needs for art therapy. Please be mindful there is no tolerance to physical/verbal insults from both parties.
It is also understandable there will/could be disagreements in the duration in art therapy and I, Serena would like to hear your feedback to understand your point of view. For example, I appreciate to know if there are issues that not working for you I would want to understand to find options like scheduling a therapy timeslot that suit for therapy.
You may address your feedbacks/complaints to Serena (therapist) directly via in-person, email (serena.arttherapy@proton.me), and phone calls. If this can’t be resolved (and even agree with different point of views) between yourself and therapist then you may follow these steps to report your complaints.
Serena Ha is part of these professional bodies/organization you can report to:
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You would be required to have description of incident/ information of complaints that includes location, time and detail of therapist’s in question.
NL:
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Vaktherapie Nederland – Has a Complaint committee where client/another therapist can file a complaint to email: klacht@vaktherapie.nl or a letter to FVB; Stationsplein 127, 3818 LE Amersfoor
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Balens – email: info@balensverzekeringen.nl or 0800 0220 932
UK:
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BAAT (British Association of Art Therapist) – www.baat.org – ‘how to complain’ link for you to fill out your report.
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HCPC (Health and Care Professional Council) – www.hcpc-uk.org – ‘concerns’ link for you to ‘raise your concerns’
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ICO (Information Commissioner’s Office) – www.ico.org.uk – ‘make a complaint’
Privacy
Anyone, involved in the complaint handling is obliged to maintain confidentiality (unless the law obliges him/her/them to disclose it, or if sharing information is necessary implementation for our complaint procedure).