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At Heart in Communication, we strive to offer every participant a warm, respectful, and enriching experience. At the same time, we recognize that concerns may occasionally arise. We welcome feedback as an opportunity to grow and deepen mutual understanding.
1. Guiding Principles
- Empathy – Every complaint is heard with the intention to understand the feelings and needs behind it.
- Respect – All parties are treated with care and dignity throughout the process.
- Clarity – The process is simple, accessible, and transparent.
- Confidentiality – Your privacy is respected at every step.
- Timeliness – We aim to resolve all complaints within 28 days.
2. Step-by-Step Procedure
Step 1: Informal Contact
If you have a concern, we invite you to share it directly with us. You can contact us by email at cordelia@heartincommunication.com or via the contact form on our website. We will acknowledge your message within 5 days and do our best to respond with care and clarity.
In the spirit of NVC, we aim to listen not just to the words, but to the values and needs underneath. Together, we will explore how both your needs and ours can be met, with the intention to restore trust and connection where possible.
Step 2: Formal Complaint
If the issue cannot be resolved informally, you may submit a formal complaint in writing. Please include:
- A description of what happened
- How this affected you
- What needs or values are at stake for you
- What you hope for in terms of resolution
Send your written complaint to:
📧 cordelia@heartincommunication.com
We will confirm receipt within 5 days and aim to resolve the matter within 14 days from the date of receipt. If more time is needed to thoroughly investigate the matter, you will receive a message within 30 days explaining the delay. We will also inform you of the expected timeframe for a final response.
Step 3: Mediation (if necessary)
If we cannot reach a satisfying resolution together, we may invite a trusted, independent mediator to support the process. We suggest Cara Crisler https://crislercoaching.com/ as a first option, or we can mutually agree on another neutral third party.
The mediator’s role is to foster clarity and understanding for both parties. The role of the mediator is to support mutual understanding and clarity. The mediator’s decision is binding for us. If anything needs to be adjusted or arranged as a result of that decision, we will take care of it promptly.
3. Confidentiality and Record-Keeping
All complaints are handled with confidentiality. Written records of complaints and resolutions are securely stored for a minimum of five years. We will only share information with third parties with your explicit consent or if legally required.
4. Public Access
This complaints procedure is publicly available on our website and can be sent upon request.