Raising a Concern
A named pathway, a real person on the other end, and a process that takes your experience seriously.
Heart iQ is committed to a culture of care that respects clear communication and consent. Our work sometimes surfaces strong feelings and old material, and at its best this is exactly what we hope for. At the same time, something may happen in a program, a 1:1 session, a community conversation, or the way a team member treats you, that does not sit right.
We want to know. Grievances are not a problem for us. They are the feedback loop that keeps the work honest. Concealment is a threat to safety; disclosure is a gift to it.
This page sets out the process so you know what to expect before you begin.
What We Commit to When You Raise Something
A Named Person Responds
Every grievance is read by a member of the Heart iQ leadership team. You will receive an acknowledgement within five business days, from a real person with a real name, not an autoresponder.
Confidentiality by Default
Your report is shared only with the people who need to see it to respond: typically the ethics lead, the senior facilitator responsible, and — for serious matters — an external, independent reviewer we bring in. We name who has seen it. Nothing is shared with the person the grievance concerns without your prior consent.
Proportionate, Honest Response
We do not over-react, and we do not minimise. Outcomes range from a private conversation and apology, to additional supervision, to suspension or termination of a contract. Where a report names serious conduct, we escalate beyond internal review — to an independent external reviewer and, where required, to the relevant statutory or professional bodies.
How the Process Works
Four stages, moving only as far as the situation asks.
- 1
Informal Conversation
Many concerns can be resolved simply by being named. If you feel safe to do so, a direct conversation with the facilitator or team member, or a note through their program contact, is often the fastest route. This is optional; skipping it is not held against you.
- 2
Formal Intake (the form below)
If informal conversation is not appropriate, or has not led to a satisfactory outcome, you submit a formal intake using the form on this page. You can also email connect@heartiq.org directly if you prefer a less structured route. Either way, the information is received by the ethics lead.
- 3
Review and Response
Within five business days of submission, a member of leadership contacts you to acknowledge receipt, check what you need, and outline next steps. Depending on the nature of the grievance, next steps may include a direct response, a facilitated conversation, additional supervision or training for the person concerned, or suspension of their role.
- 4
External Escalation (for serious matters)
Where a grievance involves allegations of serious breaches (sexual misconduct, significant safeguarding failures, coercion, or financial impropriety) Heart iQ is committed to escalating the matter beyond internal review. A standing, fully independent Ethics & Safety Board is not yet in place — we say so plainly. In the meantime, we will bring in a suitably qualified external third party (an experienced mediator, safeguarding specialist, or ethics consultant) to review the matter independently and make recommendations. Building out a permanent Ethics & Safety Board is an active priority; see the Ethics & Safety Board page for where this is heading.
Who Pays for a Mediated or Restorative Process
Where a grievance leads to a facilitated conversation or a restorative process involving an external mediator, the cost of that mediator is shared 50/50 between the two parties involved, regardless of whether the grievance is participant-to-participant or participant-to-facilitator.
Heart iQ Network LLC and New Eden B.V. do not underwrite the cost of external mediation; both parties agree to the 50/50 split before the process begins, and each party chooses whether to proceed on that basis.
Where a participant genuinely cannot contribute, they may raise this with the Heart iQ community directly. The Heart iQ community (distinct from the business) has historically supported members through voluntary contribution in hardship cases, but that is a community matter, not an obligation of the business entities.
No Retaliation
Raising a grievance does not affect your standing in any Heart iQ program, your access to community spaces, or your ability to attend future events. Retaliation against someone who raises a concern, whether by a facilitator, a team member, or another participant, is itself a breach of the Facilitator Code of Conduct and is handled accordingly.
Anonymous Reports
You may submit a report anonymously by leaving the contact fields blank. Anonymous reports are logged, reviewed, and factored into our pattern-watching. We cannot close the loop with you directly on an anonymous report, but we can and do act on them.
When to Go Outside Heart iQ
Some matters belong in a formal external process: a crime, a safeguarding concern involving a minor, or conduct that breaches the professional ethics of an accrediting body to which a facilitator belongs.
Submitting a grievance to Heart iQ does not replace any external right. You can report to law enforcement, to a professional regulator, or to a safeguarding body at any time, before, during, or after engaging with our process. We will cooperate with any legitimate external investigation.
Submit a Grievance
Take what time you need. You can come back to this page if you want to pause partway through.
Prefer to Write Us Directly?
You do not need to use the form. A plain email reaches the same inbox.
Email connect@heartiq.org