Ethics Policy

Last Updated: 26/05/2026

  1. Purpose

Mystic Wellness Ltd is committed to maintaining the highest standards of ethical practice, professionalism, integrity, accountability, safeguarding, and client care across all therapies, treatments, training programmes, workshops, mentoring services, online services, retreats, practitioner activities, and educational services.

This Ethics Policy sets out the professional standards, conduct expectations, ethical responsibilities, and complaints procedures applicable to all practitioners, trainers, staff, contractors, students, volunteers, affiliates, and representatives working with or under Mystic Wellness Ltd.

This policy applies to all services delivered by Mystic Wellness Ltd, including in-person services, online services, accredited training, workshops, retreats, blended learning programmes, memberships, community platforms, and digital learning environments.

All practitioners, staff, contractors, and relevant students must read, understand, and comply with this policy at all times.

This Policy should be read alongside all related company policies and legal documents, including the Safeguarding Policy, Touch Consent Policy, Privacy Policy, Complaints Procedure Policy, Acceptable Use Policy, Terms and Conditions, Recording Policy, Equality and Diversity provisions, and any applicable professional codes of conduct.

All Mystic Wellness Ltd policies form part of a single contractual framework. In case of conflict, the Training Terms & Conditions Policy shall prevail unless expressly stated otherwise.

Failure to comply with this Policy may result in disciplinary action, suspension, removal from programmes or services, termination of engagement, withdrawal of certification, reporting to insurers or accrediting bodies, and legal action where appropriate.

  1. Ethical Principles

Mystic Wellness Ltd is committed to delivering services in accordance with the following ethical principles:

  • integrity and honesty;
  • professionalism and accountability;
  • client welfare and safety;
  • informed consent;
  • respect and dignity;
  • equality and inclusion;
  • confidentiality;
  • professional competence;
  • transparency and fairness;
  • lawful and ethical conduct.

All services must be delivered in a manner that prioritises client wellbeing, safety, autonomy, and respect.

Mystic Wellness Ltd is committed to maintaining ethical business practices, honest marketing, and responsible representation of complementary therapies at all times.

  1. Scope of Practice

All practitioners, trainers, and representatives of Mystic Wellness Ltd must work strictly within their individual training, competence, qualifications, insurance cover, and professional scope of practice.

Services for individuals under 18 are only provided as complementary and holistic wellness support and are subject to enhanced safeguarding requirements, including parental consent and mandatory parental or guardian presence throughout the session.

We will not proceed where safeguarding concerns arise or where the service is not appropriate for the child’s wellbeing.

Practitioners must:

  • only provide services they are trained and competent to deliver;
  • not misrepresent qualifications, accreditation, or experience;
  • not provide services outside their authorised role or insurance cover;
  • maintain appropriate continuing professional development (CPD);
  • recognise and respect professional limitations.
  • maintain valid professional insurance where required.

Practitioners must (providing therapies to children under 18 years):

  • obtain written consent from a parent or legal guardian
  • ensure a parent/guardian is present throughout the session
  • confirm the service is appropriate for the child’s age and wellbeing
  • only provide services within scope of practice and insurance cover
  • refuse or stop service if safeguarding concerns arise
  • always prioritise the child’s safety and best interest

Where a service request falls outside a practitioner’s competence or remit, the service must not be provided.

Practitioners must ensure that any advice, guidance, demonstrations, or teaching provided is appropriate, responsible, evidence-aware where applicable, and delivered within ethical and professional boundaries.

Practitioners must not knowingly provide services while impaired by illness, fatigue, alcohol, drugs, medication, or any condition that could compromise professional judgement or client safety.

Practitioners are responsible for ensuring that any external qualifications, memberships, or accreditations they rely upon remain valid and current.

Practitioners must immediately cease any activity that falls outside their competence, training, insurance cover, legal authority, or professional capability.

Practitioners remain personally responsible for maintaining their own regulatory compliance, tax obligations, insurance requirements, and professional registrations where applicable.

  1. Providing Therapeutic Services for Children and Young People (Under 18)

Mystic Wellness Ltd is committed to delivering all complementary wellness, holistic therapy, coaching, and supportive services in a safe, ethical, and responsible manner. We recognise that children and young people under the age of 18 require enhanced safeguarding, consent procedures, and professional boundaries.

We apply strict ethical standards in line with UK safeguarding principles, UK GDPR, and applicable data protection and consumer protection law.

Safeguarding, Suitability and Consent

We will only provide services to individuals under 18 where all of the following conditions are met:

  • prior written informed consent is obtained from a parent or legal guardian;
  • the parent or legal guardian has confirmed they hold appropriate parental responsibility;
  • the service has been assessed as suitable for the child’s age, emotional maturity, and wellbeing needs;
  • safeguarding considerations have been reviewed prior to the session taking place.

We reserve the right to refuse or discontinue any service where safeguarding concerns arise or where consent is unclear, incomplete, or not appropriate.

Parental and Guardian Involvement

Where services are provided to individuals under 18:

  • a parent or legal guardian must be present throughout the entire session;
  • the parent or guardian remains responsible for supervision and safeguarding at all times;
  • the parent or guardian may be required to participate in aspects of the session where appropriate;
  • all decisions relating to participation must be made with parental awareness and involvement.

Ethical Boundaries and Scope of Practice

Mystic Wellness Ltd provides complementary and holistic wellness services only.

These services are not medical, psychiatric, psychological, or clinical treatments and must not be relied upon as a substitute for professional healthcare.

We do not provide diagnosis, treatment, or medical advice.

We will not proceed with or will terminate a session where:

  • the child appears distressed, unwilling, or unable to participate;
  • safeguarding concerns are identified;
  • the service falls outside our professional competence or insurance coverage;
  • parental consent or presence is insufficient or withdrawn.

Privacy, Confidentiality and Children’s Data

Any personal data relating to individuals under 18 is processed in accordance with UK GDPR and our Privacy Policy.

We apply enhanced safeguards, including:

  • data minimisation (only collecting what is necessary);
  • restricted access to authorised personnel only;
  • secure storage and confidentiality controls;
  • lawful basis for processing, typically parental consent and/or legitimate interests where appropriate.

Children’s information is treated with heightened sensitivity due to their age and vulnerability.

Media, Photography and Marketing Use

We do not use photographs, video recordings, testimonials, or any identifiable images of individuals under 18 for marketing, promotional, or advertising purposes without explicit prior written consent from a parent or legal guardian.

Even where consent is provided, we reserve the right to decline use of such materials where we consider it inappropriate or not in the child’s best interests.

Ethical Commitment and Safeguarding Standards

We act in accordance with:

  • UK safeguarding principles and best practice guidance;
  • UK GDPR and the Data Protection Act 2018;
  • professional ethical standards relevant to complementary and holistic wellness services;
  • a duty of care to prioritise safety, dignity, and wellbeing at all times.

We aim to ensure all services delivered to children and young people are appropriate, transparent, and conducted in a safe and supportive environment.

  1. Referral to Medical or Other Professionals

Mystic Wellness Ltd provides complementary therapies only and does not provide medical diagnosis, treatment, counselling, psychotherapy, or emergency healthcare.

Where appropriate, practitioners must refer or recommend that clients seek support from appropriate regulated professionals, including:

  • GPs;
  • the NHS;
  • mental health professionals;
  • counsellors or psychotherapists;
  • social services;
  • emergency services.

Referral may be appropriate where:

  • symptoms suggest a medical condition;
  • a mental health concern exceeds practitioner competence;
  • safeguarding concerns arise;
  • urgent intervention appears necessary;
  • continuing treatment may be unsafe or inappropriate.

Practitioners must never discourage clients from seeking medical advice, prescribed medication, psychological support, or regulated healthcare treatment.

Practitioners may decline to continue sessions where a client refuses to seek appropriate medical, psychological, or safeguarding support where serious risk concerns exist.

Where there is an immediate risk of serious harm to a client or another person, practitioners may take reasonable steps to contact emergency services or relevant authorities in accordance with safeguarding and legal obligations.

  1. Professional Boundaries

All practitioners and representatives of Mystic Wellness Ltd must maintain clear professional boundaries at all times.

This includes:

  • physical boundaries;
  • emotional boundaries;
  • therapeutic boundaries;
  • financial boundaries;
  • digital and social media boundaries;
  • spiritual boundaries.

Practitioners must not:

  • exploit clients emotionally, financially, spiritually, or sexually;
  • create dependency relationships;
  • engage in inappropriate dual relationships;
  • use their role for personal gain;
  • behave in a manner that could compromise trust, professionalism, or safety.
  • Engage in romantic, sexual, exploitative, or financially dependent relationships with current clients. This is strictly prohibited.
  • create unrealistic expectations, spiritual dependency, or undue influence over clients or learners.

All touch-based therapies must comply with the Mystic Wellness Ltd Touch Consent Policy.

Practitioners must not engage in any conduct that could reasonably be perceived as coercive, exploitative, intimidating, discriminatory, sexually inappropriate, manipulative, or professionally inappropriate.

Communication with clients outside professional sessions must remain appropriate, respectful, and relevant to legitimate service delivery purposes.

Gifts, financial arrangements, or personal benefits that could reasonably create a conflict of interest or compromise professional judgement should be avoided.

  1. Respect, Equality and Non-Discrimination

Mystic Wellness Ltd is committed to delivering services free from discrimination, harassment, victimisation, or unfair treatment in accordance with the Equality Act 2010.

All individuals will be treated with dignity and respect regardless of age, disability, race, religion or belief, sex, sexual orientation, gender reassignment, pregnancy, marriage, or civil partnership status.

Reasonable adjustments may be made where appropriate to support accessibility and inclusion in accordance with the Equality Act 2010.

All practitioners, staff, contractors, students, and representatives are expected to contribute to an inclusive, respectful, safe, and professional environment for clients, learners, colleagues, and members of the public.

Discriminatory, abusive, threatening, hateful, or inappropriate conduct may result in immediate disciplinary action or termination of involvement with Mystic Wellness Ltd.

  1. Confidentiality and Data Protection

All confidential information must be handled in accordance with:

  • UK GDPR
  • Data Protection Act 2018

Records must be stored securely, accessed only by authorised persons, and retained only for as long as reasonably necessary for legal, safeguarding, insurance, regulatory, or operational purposes.

Electronic records, emails, and digital communications containing personal data must be protected using appropriate security measures including password protection and secure storage systems where reasonably possible.

Practitioners must not disclose confidential client, learner, or company information through social media, online forums, public discussion, or informal communication.

Confidentiality may only be breached where legally required, including safeguarding concerns, serious risk of harm, prevention of crime, insurance obligations, court orders, regulatory obligations, or other lawful requirements.

Confidentiality obligations continue after the professional relationship, training, or engagement has ended, except where disclosure is legally required.

  1. Safeguarding Responsibility

All practitioners, staff, contractors, and relevant students must act in accordance with the Mystic Wellness Ltd Safeguarding Policy and relevant UK safeguarding legislation, including:

  • Children Act 1989
  • Care Act 2014

Client safety, welfare, and protection must always take priority over confidentiality where a risk of harm exists.

Any safeguarding concerns, disclosures, allegations, or indicators of abuse, neglect, exploitation, or risk must be reported promptly in accordance with safeguarding procedures and legal obligations.

Practitioners must cooperate appropriately with safeguarding investigations, insurers, legal authorities, or regulatory bodies where required by law.

Where safeguarding concerns involve immediate danger or risk of serious harm, emergency services may be contacted without prior consent where legally justified.

  1. Professional Conduct Expectations

All representatives of Mystic Wellness Ltd must:

  • behave professionally and respectfully;
  • maintain accurate records;
  • communicate honestly and clearly;
  • uphold client dignity;
  • maintain insurance where required;
  • report concerns promptly;
  • comply with all company policies and procedures.

Alcohol, illegal drugs, or any impairing substances must not be consumed before or during professional duties, sessions, training delivery, or client interactions.

Failure to uphold professional standards may result in disciplinary action.

Practitioners and representatives are expected to maintain appropriate standards of behaviour both during and outside service delivery where conduct may reasonably affect the reputation, safety, integrity, or professional standing of Mystic Wellness Ltd.

Practitioners and representatives must not engage in defamatory, misleading, abusive, or reputationally damaging conduct relating to clients, learners, colleagues, accrediting bodies, or Mystic Wellness Ltd.

Practitioners are expected to maintain appropriate standards of hygiene, presentation, professionalism, and health and safety during all services and training activities.

Practitioners must cooperate with any lawful internal investigation, safeguarding process, insurance request, or regulatory enquiry.

 

  1. Complaints Procedure

Commitment to Resolving Complaints

Mystic Wellness Ltd is committed to delivering high-quality services and welcomes feedback as part of continuous improvement.

Any client, student, attendee, contractor, learner, or member of the public may raise a complaint regarding services, conduct, training, operational matters, safeguarding concerns, or professional behaviour.

Complaints will be handled fairly, respectfully, proportionately, confidentially, and without discrimination.

Clients retain legal rights under the Consumer Rights Act 2015 and other applicable UK consumer protection laws.

Raising a genuine complaint in good faith will not result in retaliation, discrimination, or unfair treatment.

Complaints records may be retained where reasonably necessary for insurance, legal defence, safeguarding, regulatory, or operational purposes in accordance with applicable data protection laws.

  1. How to Make a Complaint

Complaints should be submitted in writing wherever possible and should include:

  • full name;
  • contact details;
  • date of incident;
  • description of the concern;
  • any supporting evidence;
  • preferred resolution.

Complaints should be submitted to:

Mystic Wellness Ltd

98 Semley Road,  Norbury, London SW16 4PJ United Kingdom

Email: info@mysticwellness.co.uk

Anonymous complaints may be considered where sufficient information is available, although this may limit the ability to fully investigate or respond.

  1. Complaint Handling Process

Upon receipt of a complaint:

  • acknowledgement will normally be issued within 5 working days;
  • the complaint will be reviewed and investigated fairly;
  • additional information may be requested where needed;
  • a written outcome will normally be provided within 20 working days, where reasonably possible.

Where more time is required, the complainant will be informed.

Investigations will be conducted as fairly and impartially as reasonably possible and may involve review of records, witness accounts, communication logs, safeguarding information, or other relevant evidence.

Mystic Wellness Ltd aims to resolve complaints proportionately, efficiently, and in good faith while protecting the rights, dignity, and confidentiality of all parties involved.

Mystic Wellness Ltd reserves the right to refuse, pause, or limit investigation of complaints that are abusive, vexatious, repetitive, threatening, or made in bad faith.

  1. Possible Outcomes

Outcomes may include:

  • explanation or clarification;
  • apology;
  • corrective action;
  • service review;
  • refund or partial refund where appropriate;
  • training or disciplinary action;
  • referral to insurers, regulators, or external authorities where necessary.

Outcomes will be determined based on the available evidence, seriousness of the issue, safeguarding considerations, legal obligations, and proportionality of response.

Where appropriate, Mystic Wellness Ltd may implement policy updates, safeguarding improvements, staff training, or operational changes following investigation outcomes

  1. Escalation

If the complainant is dissatisfied with the outcome, they may request an internal review.

Where applicable, complaints may also be referred externally, including:

  • relevant insurers;
  • legal advisers;
  • accrediting bodies such as IPHM;
  • statutory authorities where relevant.

Where appropriate, parties may also seek resolution through Alternative Dispute Resolution (ADR) before court proceedings.

Nothing within this Policy restricts a person’s legal rights to seek independent legal advice, report concerns to relevant authorities, or pursue remedies available under applicable law.

  1. Protection Against Retaliation

No person raising a genuine complaint, concern, safeguarding issue, or whistleblowing disclosure in good faith will be treated unfairly, victimised, or disadvantaged for doing so.

Whistleblowing concerns will be handled in accordance with internal procedures, safeguarding obligations, and good governance principles.

Deliberately false, malicious, defamatory, or knowingly misleading allegations may themselves result in disciplinary or legal action where appropriate.

  1. Changes to This Policy

Mystic Wellness Ltd may update this policy from time to time to reflect legal, regulatory, operational, safeguarding, accreditation, or service changes.

Any updates will be published with an updated “Last Updated” date.

Continued engagement with services, training, platforms, or professional activities following publication of updates constitutes acceptance of the revised Policy where permitted by law.

If any part of this Policy is found to be unlawful, invalid, or unenforceable, the remaining provisions shall continue in full force and effect.

These additions complete most of the remaining governance, safeguarding, insurance, digital conduct, and legal-enforceability protections that professional UK organisations commonly include.

  1. Acknowledgement

All practitioners, staff, contractors, affiliates, volunteers, and relevant students working with or representing Mystic Wellness Ltd must read, understand, and agree to comply with this Ethics Policy and Complaints Procedure.

By participating in, delivering, accessing, purchasing, or representing any service connected with Mystic Wellness Ltd, individuals confirm that they understand their ethical responsibilities and agree to act in accordance with this Policy, all related company policies, applicable UK law, safeguarding obligations, and professional standards.

Failure to comply with this Policy may result in suspension, removal from services or training, termination of engagement, withdrawal of certification, reporting to relevant authorities or accrediting bodies, and legal action where appropriate.

This policy should be read alongside the Contraindications and Safety Policy, Therapy Session Policy and Touch Consent Policy