Feedback and Complaints

We are a small, family-run business and our feedback process reflects the size and scope of our organisation.

We are committed to offering a warm, safe, and well-run space for everyone in our community. We genuinely welcome feedback, as it helps us grow, improve, and continue to care for the space we hold.

Our intention is always to respond thoughtfully and proportionately, with respect for everyone involved. We are committed to listening carefully and addressing issues with care, clarity, and integrity.

Scope

This procedure applies to feedback and complaints relating to Yogasara CIC and/or Yogasara Training Ltd, including our studio operations, classes, workshops, courses, events, and communications.

Yogasara works with a range of teachers and delivery arrangements. For many weekly classes and workshops, the class is taught by an independent teacher and the contract for the event is with that teacher. In many cases, Yogasara handles bookings and payments on the teacher’s behalf. Where the contract is with the teacher, some outcomes may sit outside Yogasara’s control (for example, decisions that relate to the teacher’s own terms of delivery, professional practice, or refunds/compensation). We will clarify the relevant arrangement as part of the review.

Confidentiality and data protection

We will handle feedback and complaint information sensitively and confidentially, sharing details only where necessary to review and respond. Please avoid including unnecessary personal data (especially health or other highly sensitive information) unless it is essential to describe your concern. Personal data will be handled in line with our privacy approach and applicable data protection requirements.

Urgent safety and safeguarding

If you believe anyone is at immediate risk of harm, contact the emergency services on 999. If your concern relates to safety, safeguarding, harassment, discrimination, or serious misconduct, we encourage you to raise it directly with us as soon as possible (Step 2), and we may take immediate protective steps while the matter is reviewed.

Response timeframes

We aim to acknowledge formal complaints within 5 working days and provide a substantive response within 20 working days where feasible. More complex matters may take longer; if so, we will let you know and provide an updated timeline.

Time limits

To help ensure concerns can be reviewed fairly and while information is still reasonably available, complaints must be raised within 6 months of the event or issue arising. Complaints raised after this time will not be considered.

Choose the route that fits your concern

  • A) Concerns involving a person or a specific interaction (interpersonal)
  • B) General feedback or concerns about the studio / service (non-personal)

If your concern is A (interpersonal), please follow Steps 1–4 below.

If your concern is B (general studio/service), please use the General Studio Feedback Route further down.

A) Interpersonal Concerns (Person-Related)

Step 1 — Self-Led Repair after Immediate Rupture

If you feel upset, hurt, or concerned about something that has happened, aim to address it directly with the person involved as close to the event as possible, provided you feel safe and comfortable doing so.

Please do your best to embody the following:

  • Be curious and calm
  • Communicate clearly about your experience
  • Focus on expressing impact rather than blame
  • Be courageous and honest

This step encourages self-led resolution wherever possible. If you do not feel comfortable or safe addressing the person directly, move to Step 2.

Step 2 — Informal Support or Formal Complaint Submission

If you do not feel comfortable or safe addressing the person directly, or if Step 1 has not resolved your concern, please submit written feedback via our feedback and complaints form. This provides us with essential information and context to help address your concern.

Sarah and Laurence (directors of Yogasara) will review the feedback and determine the next steps based on the nature and seriousness of the concern.

Step 3 — Supported In-Person Repair

For concerns involving interpersonal dynamics or misunderstandings, an in-person repair conversation will be suggested. This can happen either directly with the person(s) involved or after Sarah or Laurence have spoken on your behalf with the person(s) involved and then with Sarah and/or Laurence’s support if necessary.

Both parties are encouraged to:

  • Express their experience clearly and share what a good outcome would look like for them
  • Listen actively, be open and curious
  • Use self-led repair principles (curiosity, clarity, calmness)
  • Take responsibility and offer a repair where necessary, if possible to meet the intended outcome

If the feedback involves Sarah or Laurence directly, you may request another team member to observe or support the conversation. You can ask who the current available team members are by email: info@yogasara.co.uk.

Step 4 — External Mediation

Please note: we will only consider external mediation as a last resort if Steps 1–3 have been attempted and unsuccessful.

If the issue cannot be resolved through in-house, in-person repair, we can engage an external mediator to support resolution.

Cost-sharing: If external mediation is required, the individual submitting the complaint may be liable for half the cost. Any cost implications will be confirmed in advance before proceeding.

All parties will receive clear instructions on how the mediation will proceed and what to expect.

B) General Studio / Service Feedback Route (Non-Personal)

If your feedback relates to the studio environment or your overall experience at Yogasara (and is not primarily about a specific person), we encourage you to use the route below.

Step 1 — Share feedback (informal or written)

Step 2 — Review and response

Sarah and Laurence will review the feedback and, where appropriate, may:

  • request clarification
  • check relevant information (e.g., booking/admin records, facilities checks, policies)
  • implement practical improvements (immediate fixes and/or longer-term changes)

Where feasible, we will respond with an outline of any actions we will take, or the reasons we are not able to take action.

Key Intentions

  • Respect and safety: Every person’s experience is valid.
  • Transparency: Steps and options are clearly communicated above.
  • Self-led approach: We encourage addressing concerns kindly, directly, responsibly with curiosity and the intention to learn and grow, before escalating.
  • Fairness: Everyone has the right to request support, witness, or mediation if needed.
  • Completion: Our goal is resolution, learning, and restoring trust wherever possible.