Guided Feather Complaints Policy
Last updated: 27 August 2026
Who we are
Guided Feather is a trading name operated by Claire Edmiston, a sole trader.
For the purposes of UK data protection law, Claire Edmiston trading as Guided Feather is the data controller responsible for your personal information.
Business correspondence address:
Bartle House, 9 Oxford Court, Manchester, M2 3WQ
Email: hello@guidedfeather.com
Telephone: 0161 706 2119
ICO Registration Number: ZC205284
Our commitment
At Guided Feather, we want everyone who uses our platform to have a positive experience.
We genuinely care about the experiences of our customers and practitioners. If something hasn't gone as expected, we want to hear about it.
We take concerns and complaints seriously and aim to deal with them fairly, respectfully and as quickly as reasonably possible. Feedback and complaints also help us identify where we can improve Guided Feather and the experience we provide.
What this policy covers
You can contact us if you have a concern or complaint relating to:
- A booking made through Guided Feather
- Your experience using the Guided Feather website or platform
- Payments or transactions made through Guided Feather
- Communication relating to a booking
- A practitioner listed on Guided Feather
- The conduct or behaviour of a practitioner
- A service booked through Guided Feather
- Technical or administrative issues
- Any other aspect of your experience with Guided Feather
You do not need to be certain that something constitutes a formal complaint before contacting us. If something doesn't feel right or you need assistance, please get in touch.
Complaints about practitioners
Practitioners offering services through Guided Feather are independent practitioners who use our platform to advertise and provide their services.
However, we take concerns about practitioners using Guided Feather seriously.
If your complaint relates to a practitioner or a service you have received, we may contact the practitioner to obtain further information and give them an opportunity to respond.
Depending on the circumstances, we may also review relevant booking information and communications made through Guided Feather.
Where we have concerns about a practitioner's conduct, reliability or suitability to continue using Guided Feather, we may take appropriate action in accordance with our practitioner terms and platform policies. This may include providing guidance or a warning, temporarily pausing listings, restricting use of the platform or removing a practitioner from Guided Feather.
Our role in reviewing a complaint about a practitioner does not affect any statutory rights you may have.
How to make a complaint
You can raise a concern or complaint with us by email or telephone.
Email: hello@guidedfeather.com
Telephone: 0161 706 2119
For formal complaints, we recommend contacting us by email where possible so that we have a clear written record of your concerns.
When contacting us, please provide as much of the following information as possible:
- Your full name
- The email address associated with your Guided Feather account
- Your booking details or booking reference, if applicable
- The name of the practitioner involved, if applicable
- A clear explanation of what happened
- Relevant dates and times
- Any relevant screenshots, messages or supporting information
- How you would ideally like the matter to be resolved
Please don't worry if you don't have all of this information. We can still discuss your concern with you.
What happens after you contact us?
We will acknowledge your complaint as soon as reasonably possible.
We will then review the information available to us and consider what action, if any, is appropriate.
Depending on the nature of the complaint, this may involve:
- Reviewing your booking or transaction
- Reviewing relevant communications
- Contacting you for further information
- Contacting the practitioner for their account of what happened
- Reviewing the practitioner's listing or account
- Investigating a technical or administrative issue
We aim to handle complaints promptly. Some complaints may take longer to investigate where we need additional information or need to speak to other people involved.
If this happens, we will aim to keep you informed.
Resolving complaints
The appropriate resolution will depend on the individual circumstances.
Possible outcomes may include:
- Providing an explanation or further information
- Correcting an administrative or technical issue
- Helping to resolve communication between a customer and practitioner
- Taking action in relation to a practitioner's Guided Feather account or listings
- Considering whether a refund, partial refund or other appropriate resolution is available in accordance with the circumstances, our applicable terms and your statutory rights
- Making changes to Guided Feather's processes where a complaint identifies something we could improve
Making a complaint does not automatically entitle someone to a refund. Equally, nothing in this policy is intended to limit any statutory rights or remedies that may apply.
Psychic, mediumship and other spiritual services
We understand that many of the services available through Guided Feather are personal and subjective in nature.
A complaint will not normally be upheld solely because a customer disagrees with an interpretation, prediction or spiritual message, or because an expected outcome did not occur.
However, this does not prevent you from raising concerns about matters such as practitioner conduct, whether the service provided materially differed from its description, failure to provide a booked service, inappropriate behaviour, misleading representations or other concerns about your experience.
Each complaint will be considered based on its individual circumstances.
Missed, delayed or unfulfilled sessions
If a practitioner does not respond to a booking, fails to attend a confirmed session, does not provide a service within an agreed timeframe, or you experience another significant problem with fulfilment of your booking, please contact us.
We will look into what has happened and assist with the next steps.
Practitioners are expected to manage their availability and respond to booking requests promptly.
Serious concerns
Please contact us as soon as possible if your complaint involves serious concerns such as:
- Harassment or threatening behaviour
- Discrimination
- Fraud or suspected fraudulent activity
- Pressure to make additional payments outside Guided Feather
- Serious inappropriate conduct
- Concerns about the safety or wellbeing of a customer
Where appropriate, Guided Feather may take immediate steps to restrict or suspend a practitioner's account while a serious concern is reviewed.
Where you believe a criminal offence has occurred or somebody is in immediate danger, you should contact the appropriate emergency service or relevant authority.
Confidentiality and privacy
We will handle complaints as sensitively as reasonably possible.
Information relating to a complaint will only be shared where reasonably necessary to investigate or respond to the matter, operate or protect the platform, comply with our legal obligations, or where otherwise permitted by our Privacy Policy.
Where a complaint relates to a practitioner, it may be necessary to share relevant details of the complaint with them so that they can respond.
Please do not send us sensitive personal information unless it is necessary for us to understand or investigate your complaint.
Fair treatment
We expect everyone involved in a complaint to communicate respectfully.
Making a genuine complaint will not result in a customer being treated unfavourably for raising their concerns.
Similarly, we will approach complaints fairly and will not automatically assume that either the customer or practitioner is at fault before reviewing the available information.
Repeated or unreasonable contact
We understand that complaints can sometimes involve upsetting or frustrating experiences, and we will always try to communicate respectfully and constructively.
However, abusive, threatening or persistently unreasonable communication towards Guided Feather, our practitioners or others will not be accepted.
Where necessary, we may set reasonable limits on the frequency or method of further communication while ensuring that any legitimate outstanding complaint is appropriately considered.
If you're unhappy with our response
If you believe we have misunderstood your complaint or there is relevant information that has not been considered, please let us know and explain why.
We will consider any relevant additional information you provide.
Nothing in this complaints process prevents you from seeking independent advice about your consumer rights or pursuing any other rights or remedies available to you.
Improving Guided Feather
Complaints aren't just something we aim to resolve, they are also an opportunity for us to learn.
Where a complaint highlights a recurring issue or something that could work better, we may use that feedback to improve our policies, practitioner guidance, website or processes.
Contact us
If you have a question, need assistance or have any concerns about your experience, we're here to help.
Guided Feather
Operated by Claire Edmiston, sole trader
Correspondence Address: Bartle House, 9 Oxford Court, Manchester, M2 3WQ
Email: hello@guidedfeather.com
Telephone: 0161 706 2119