Full Halo Complaints Policy

Company: Full Halo Ltd
Website: fullhalo.com
Email: admin@fullhalo.com
Version: 1
Effective date: 20/08/2026

1. Purpose of This Policy

Full Halo Ltd is committed to providing a professional, fair and reliable platform for users and independent wellbeing professionals.

We recognise that concerns or complaints may arise. This policy explains:

  • how to make a complaint;
  • the types of complaints Full Halo can consider;
  • how we will investigate and respond;
  • how safeguarding and urgent concerns are handled;
  • how complaints about independent professionals are managed;
  • how to escalate a complaint where appropriate.

We aim to treat all complaints seriously, fairly, sensitively and without discrimination.

2. About Full Halo

Full Halo operates an online wellbeing marketplace and directory through which users can search for, communicate with and book independent professionals.

Full Halo does not directly provide therapy, counselling, medical, clinical, coaching, advisory or other wellbeing services. Those services are provided by independent professionals.

Although Full Halo is not responsible for the professional services delivered by independent professionals, we may review complaints about their conduct or use of the platform and take appropriate action in accordance with this policy and our Terms and Conditions.

3. Who Can Make a Complaint?

A complaint may be made by:

  • a user of the Full Halo platform;
  • a professional using the platform;
  • a parent, guardian or responsible adult acting for another person;
  • an authorised representative acting on someone’s behalf;
  • another person directly affected by Full Halo’s platform or services.

Where someone makes a complaint on behalf of another person, we may ask for evidence of their authority to act.

4. What You Can Complain About

Complaints may relate to:

  • the operation or availability of the Full Halo platform;
  • account creation, suspension or closure;
  • messaging, bookings or video-session functionality;
  • payments, payouts, commission or refunds;
  • cancellations, rescheduling or no-shows;
  • the conduct of a user or professional;
  • inaccurate or misleading professional profile information;
  • inappropriate messages, reviews or other content;
  • discrimination, harassment, abuse or threatening behaviour;
  • a safeguarding or safety concern;
  • how Full Halo has handled personal data;
  • Full Halo’s response to a previous concern;
  • any other aspect of Full Halo’s platform or related services.

5. Complaints About Professionals

Professionals listed on Full Halo are independent, self-employed service providers. They are responsible for the services, advice, support, treatment or other professional activities they provide.

If your complaint concerns a professional service, you may need to raise it directly with the professional in the first instance.

Full Halo may assist by facilitating communication where appropriate. We may also investigate whether the professional:

  • breached our Terms and Conditions or Safeguarding Policy;
  • provided inaccurate or misleading profile information;
  • acted outside the services advertised on their profile;
  • behaved inappropriately through the platform;
  • attempted to bypass Full Halo’s booking or payment systems;
  • may present a safeguarding, safety or platform-integrity concern.

Depending on the nature of the concern, Full Halo may warn, restrict, suspend or remove the professional. We may also report relevant concerns to a professional body, regulator, safeguarding authority or law-enforcement agency where appropriate.

Full Halo cannot determine professional negligence, award compensation for professional services, or make clinical findings against a professional. These matters may need to be raised with the professional’s regulator, professional body, insurer or through an appropriate legal process.

6. Booking, Payment and Refund Complaints

Complaints about bookings, cancellations, rescheduling, payments, payouts or refunds will be considered in accordance with our Terms and Conditions.

Users and professionals may cancel or request to reschedule a booking at any time before the scheduled session begins.

Where a user cancels before the scheduled start time, Full Halo will arrange a full refund or allow the user to reschedule, subject to payment-processing times. Where a professional cancels, the user will be offered a full refund or the opportunity to reschedule.

If either party does not attend and did not cancel before the scheduled start time, the affected party should raise a dispute with Full Halo as soon as reasonably possible.

When reviewing a booking dispute, Full Halo may consider:

  • booking and cancellation records;
  • attendance and connection information;
  • relevant platform messages;
  • transaction information;
  • technical issues reported by either party;
  • information provided by the user and professional;
  • any other relevant platform records.

Full Halo will make decisions reasonably and in good faith.

Refunds may be subject to Stripe or other payment-provider processing times.

7. Safeguarding and Urgent Concerns

Full Halo is not an emergency service.

If someone is in immediate danger or there is an immediate risk of serious harm, call 999 or contact the appropriate emergency service.

For urgent medical or mental-health assistance, contact NHS 111, your GP or an appropriate crisis support organisation. Samaritans can be contacted free of charge at any time on 116 123.

Safeguarding concerns should be reported as soon as possible to:

Safeguarding contact: Sebastian Payne
Email: admin@fullhalo.com

Examples of safeguarding concerns include:

  • suspected abuse, neglect or exploitation;
  • risk of serious harm to a child, young person or adult at risk;
  • grooming, coercion or threatening behaviour;
  • serious professional-boundary concerns;
  • harassment or discriminatory abuse;
  • concerns about self-harm or harm to another person;
  • potentially criminal conduct;
  • a professional acting outside their competence in a way that may endanger someone.

Full Halo may restrict or suspend an account while a safeguarding concern is reviewed.

Where necessary and lawful, we may share relevant information with emergency services, the police, local-authority safeguarding teams, professional regulators or other appropriate organisations.

We cannot promise complete confidentiality where information needs to be shared to protect someone from serious harm or to comply with the law.

8. How to Make a Complaint

Please send your complaint to:

Email: admin@fullhalo.com

Our contact form: Click here

Please include, where possible:

  • your name and contact details;
  • the email address associated with your Full Halo account;
  • a clear description of your complaint;
  • relevant booking, payment or professional details;
  • the date or approximate date of the incident;
  • copies of relevant messages, screenshots or documents;
  • what outcome you are seeking;
  • whether the issue involves an urgent safety or safeguarding concern.

Please avoid sending more sensitive information than is reasonably necessary to explain the complaint.

9. How We Will Handle Your Complaint

When we receive a complaint, we will:

  1. record and review the complaint;
  2. assess whether it involves an urgent safety or safeguarding concern;
  3. acknowledge receipt;
  4. request further information where necessary;
  5. make appropriate enquiries;
  6. review available platform records and evidence;
  7. give relevant parties a reasonable opportunity to provide information, where appropriate;
  8. keep the complainant informed if the investigation is delayed;
  9. communicate the outcome and any action we are able to disclose.

We will handle complaints impartially and proportionately.

There may be limits on the information we can share about actions taken against another user or professional due to privacy, confidentiality, safeguarding or legal requirements.

10. Response Times

We aim to:

  • acknowledge general complaints within five working days;
  • provide a substantive response within 20 working days, where reasonably possible;
  • notify you if more time is required because the complaint is complex or depends on information from another party.

Urgent safeguarding or safety concerns will be prioritised.

For data protection complaints, Full Halo will acknowledge receipt within 30 days, take appropriate steps to investigate without undue delay, keep the complainant informed and communicate the outcome without undue delay. These requirements now apply to organisations handling personal data in the UK.

11. Possible Outcomes

Depending on the complaint, Full Halo may:

  • provide an explanation or apology;
  • correct information or platform records;
  • arrange a refund or payout where appropriate;
  • assist with rescheduling;
  • remove inappropriate content or reviews;
  • issue a warning;
  • restrict, suspend or close an account;
  • decline or remove a professional profile;
  • require a professional to update their information;
  • improve or change a process;
  • refer the matter to a payment provider;
  • report the concern to a regulator, professional body, safeguarding authority or law-enforcement agency;
  • decide that no further action is appropriate.

We will explain our decision unless legal, privacy, confidentiality or safeguarding considerations prevent us from doing so.

12. Data Protection Complaints

If your complaint concerns how Full Halo has collected, used, stored, shared, secured or deleted your personal data, please state that it is a data protection complaint.

You can also use the complaints process to raise concerns about:

  • access to your personal data;
  • inaccurate or incomplete personal data;
  • deletion or restriction requests;
  • direct marketing;
  • cookies or tracking technologies;
  • unauthorised disclosure;
  • account or message information;
  • the handling of sensitive or special category data.

We may need to verify your identity before discussing personal information or responding to a request.

If you remain dissatisfied after Full Halo has considered your data protection complaint, you may complain to the Information Commissioner’s Office:

Telephone: 0303 123 1113
Website: https://ico.org.uk/make-a-complaint/

13. Escalating a Complaint

If you are dissatisfied with Full Halo’s response, you may request an internal review by replying to our outcome email and explaining why you believe the decision should be reconsidered.

The review will consider:

  • whether the complaint was investigated fairly;
  • whether relevant information was considered;
  • whether the outcome was reasonable;
  • whether further action is required.

Where the complaint concerns an independent professional, you may also be able to complain to:

  • the professional’s regulator;
  • their professional or accreditation body;
  • their insurer;
  • a relevant ombudsman or alternative dispute-resolution provider;
  • the police or safeguarding authority;
  • the courts, where appropriate.

We will provide relevant regulator or professional-body information where reasonably available, but we cannot provide legal advice.

14. Unreasonable or Abusive Conduct

We will not treat someone unfairly because they have made a complaint.

However, Full Halo may restrict communications where a person:

  • uses abusive, threatening or discriminatory language;
  • harasses Full Halo personnel, users or professionals;
  • repeatedly raises substantially the same complaint after it has been considered;
  • submits complaints dishonestly or maliciously;
  • demands outcomes that Full Halo cannot lawfully or reasonably provide;
  • interferes with the fair investigation of a complaint.

Where possible, we will explain any communication restrictions and provide a reasonable method for essential contact.

15. Confidentiality and Record Keeping

Complaints will be handled as confidentially as reasonably possible.

Information may be shared with those who need it to investigate or resolve the complaint, including:

  • relevant Full Halo personnel or contractors;
  • the user or professional involved;
  • Stripe or another payment provider;
  • professional advisers;
  • insurers;
  • regulators or professional bodies;
  • safeguarding organisations;
  • law-enforcement or emergency services.

We will retain complaint records for as long as necessary to deal with the matter, comply with legal obligations, resolve disputes, protect users and professionals, and improve our services.

Personal data will be handled in accordance with our Privacy Notice.

16. Policy Review

Full Halo will review this Complaints Policy periodically and may update it to reflect changes to:

  • the platform;
  • our services;
  • applicable law;
  • regulatory guidance;
  • safeguarding procedures;
  • our complaints-handling processes.

The current version will be published on fullhalo.com.