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Gaia House Complaints procedure

Gaia House Teachers, Coordinators, Staff and Trustees are committed to ensuring that your retreat experience here is as supportive and beneficial as possible. We welcome your feedback in order to help us to improve the service we offer to retreatants. General feedback and suggestions may be offered via the feedback forms, which are available at the end of retreats.

If there is any aspect of the service you receive at Gaia House that is not in accord with our published policy, or falls short of our undertakings, please bring this to our attention as soon as possible and we will attempt to address it. If we are not able to resolve the situation to your satisfaction, you are entitled to bring a formal complaint if you so wish.

A formal complaint should be made in the first instance to the Director, who is responsible for investigating complaints. Complaints will be dealt with on a confidential basis and should be made in writing or by email, and addressed to:

The Director
Gaia House, West Ogwell
Newton Abbot, Devon TQ12 6EW
Email: director@gaiahouse.co.uk

Your complaint will be acknowledged and you will be informed as to when you can expect a response. You (or your representative) will then be contacted directly as part of the investigation.

In some cases the need for investigation may require some time and you will be informed of the expected timeline. When the Director has completed their investigation you will be informed as to the outcome.

If you are not satisfied with the Director’s investigation and determination of your complaint, you may appeal to the Chair of Trustees. If for any reason it is not appropriate for the Director to deal with the complaint initially, it will be directed to the Chair of Trustees from the outset. The Director and the Chairperson are responsible to the Gaia House Board of Trustees for their decisions.

If the complaint concerns a serious breach of the ethical guidelines for Teachers, it may be referred to the Ethical Ombudsperson, and/or an external body for investigation.

Reviewed Oct 2023