Purpose

This policy outlines how clients can raise concerns or complaints, and how these will be handled. The aim is to ensure every client feels heard, respected, and supported, and that any issues are resolved fairly and promptly.

Our Commitment

We are committed to providing a high‑quality, compassionate, and professional service. If something hasn’t met expectations, we welcome the opportunity to understand what happened and put things right.

How to Raise a Complaint

Email: The preferred method, so concerns can be documented clearly.

Phone: If a client feels more comfortable speaking directly, a call can be arranged.

In writing: Postal complaints are also accepted.

To help resolve the issue efficiently, clients are encouraged to include:

A clear description of the concern

Relevant dates, session details, or communication

What outcome they feel would be fair

What Happens Next

Once a complaint is received:

Acknowledgement: The complaint will be acknowledged within 5 working days

Review: The concern will be reviewed carefully, including any relevant notes or communication.

Response: A full response will be provided within 14 working days. If more time is needed, the client will be informed.

Resolution: Where appropriate, steps will be taken to resolve the issue, which may include clarification, an apology, or agreed actions.

If the Client Is Not Satisfied

If a client feels the issue has not been resolved, they may request a further review. For accredited services, clients may also contact the relevant accrediting body (e.g., IPHM) for independent guidance.

Confidentiality

All complaints are handled sensitively and in line with data protection requirements. Information is only shared when necessary to investigate or resolve the issue.

Further details on how we collect, use, and safeguard personal data can be found in our Privacy Policy

Learning and Improvement

Complaints are an opportunity to reflect, learn, and strengthen the quality of services. Any themes or recurring issues will be reviewed to support continuous improvement.