Complaints
Any complaints about the Mindfulness Association and its courses must be sent in writing by email to info@mindfulnessassociation.net.
Complaints process: quick guide for users
The Mindfulness Association CIC (MA) welcomes feedback and recognises that complaints are an important source of learning and improvement. The MA aims to listen in order to continue to offer quality mindfulness and compassion training in a safe and supportive way.
Start here → You can complain if you use, request, fund, participate in, or are affected by our services.
Need support to complain? → We will try to make the process accessible and can consider reasonable adjustments.
Complaints should be sent to: info@mindfulnessassociation.net.
If the complaint concerns the person who would normally receive it, it should be directed to the Directors at board@mindfulnessassociation.net, or another senior member of the team not involved in the matter.
- Step 1 → Tell us what happened, when and where it happened, who was involved, what outcome you want, and how we can contact you. You can send your complaint verbally or in writing, usually within six months of the issue or of becoming aware of it.
- Frontline Resolution (Stage 1) → We will try to resolve straightforward complaints quickly, close to the point of service delivery, usually within five working days.
- If not resolved or more serious → Your complaint moves to Stage 2: Investigation.
- Investigation → Director(s) or senior employee(s) not previously involved will investigate where possible and send a full written response, usually within 20 working days.
- Outcome → If your complaint is upheld, we may apologise, correct an error, improve services, or take other fair action.
- Still dissatisfied after our final response? → You may be able to raise the matter with an appropriate external body, depending on the nature of the complaint. For example, BAMBA as the lead organisation representing mindfulness-based teacher training organisations and listed tutors, the ICO for data protection, equality law, consumer rights or health and safety.
Where complaints include reports of criminal behaviour the complainant is advised to seek advice from the police as a matter of priority