COMPLAINTS

Black Sheep Wellbeing | Ken Etchells MA, MBACP 00988492 | ICO 00014426800 Holistic Insurance Services HIS1222343 | Newline Syndicate 1218 at Lloyd's | 26 June 2026 to 25 June 2027 Online, Telephone, Home Visits & Walk & Talk - NO clinic at home WF9 4NG | Konfidens Secure GDPR Practice Management www.blacksheepwellbeing.co.uk ────────────────────────────────────────────────────────────────────────────── Complaints Procedure Black Sheep Wellbeing - Ken Etchells MA, MBACP 00988492 | ICO 00014426800 | Holistic Insurance Services HIS1222343 Newline Syndicate 1218 at Lloyd's 26 June 2026 to 25 June 2027 | Konfidens Secure Practice Management www.blacksheepwellbeing.co.uk NO clinic at home WF9 4NG Commitment: Safe professional ethical service if unhappy tell me to resolve. Practice management via Konfidens GDPR compliant encrypted EU storage. Stage 1 Informal: Raise directly in session via Konfidens video/telephone or via text/WhatsApp/email. Acknowledge within 5 working days try to resolve. Stage 2 Formal Written: Put in writing via website contact or Konfidens secure messaging. Include what happened when outcome wanted. Acknowledge 5 working days investigate respond within 28 working days keep written record in Konfidens per event logging Norwegian Directorate eHealth. BACP 00988492 Ethical Framework applies. Stage 3 BACP: MBACP 00988492 bound by BACP Ethical Framework. If not resolved contact BACP 15 St John's Business Park Lutterworth LE17 4HB 01455 883300 www.bacp.co.uk/about-us/protecting-the-public/professional-conduct/ Provide membership no 00988492. GDPR complaints: To me first then ICO www.ico.org.uk 0303 123 1113 ICO 00014426800 and Konfidens hello@konfidens.com UK GDPR Representative Euverify Ltd 3rd Floor 86-90 Paul Street London EC2A 4NE gdpr@euverify.com. Konfidens Privacy last revision Aug 5 2026. Records: Securely in Konfidens encrypted separation health/personal data MFA event logging 7 years per insurance HIS1222343. Last Updated May 2025 v4 May 2026