Complaints Policy

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Introduction and Purpose

At Flourish with Neurodiversity, we are committed to providing a high-quality, professional, and supportive service to all our clients and hope that there will never be a reason to complain.

However, we are dedicated to listening to our clients, taking their feedback (whether positive or negative) seriously, and fostering a positive and constructive environment for resolution. Moreso, we encourage open communication and see complaints as valuable opportunities to learn and grow, ultimately supporting our commitment to continuous improvement.

Our Complaints Policy provides a clear and accessible process for addressing any concerns, ensuring that all complaints are handled fairly, promptly, and with respect.

Who and What This Policy Applies To

This policy applies to all clients of Flourish with Neurodiversity (and their guardians and advocates) and to any other stakeholder who feels the need to complain or wishes to provide feedback.

Definitions

A complaint is any expression of dissatisfaction which requires a response.

A complainant is a person making the complaint, whether on behalf of themselves or another.

Complaints Procedure

Stage 1 – Informal Resolution

An informal resolution allows us to address concerns directly through open communication, potentially resolving issues quickly without involving multiple parties.

This approach best suits cases where the issue is minor and the complainant is happy to discuss the matter and avoid submitting a written complaint.

Where appropriate, we will not hesitate to apologise and put things right where we are at fault. If, after discussion, the complainant is satisfied that the matter has been resolved, the complaint will be considered closed.

Stage 2 – Formal Complaint

If we cannot resolve the issue to the complainant's satisfaction within Stage 1 or if the complaint is serious and the complainant wishes to move straight to the formal procedure, they should submit their complaint to our owner using the following contact details.

⦁ Telephone: 07355 929709

⦁ Email: ⦁ [email protected]

Complainants are asked to include as much information as possible in their complaint, for example:

⦁ A full description of their complaint (why they are making the complaint, what happened, who or what they are dissatisfied with, the location of the incident that gave rise to the complaint, along with relevant dates and times, etc.);

⦁ What they were dissatisfied with at/following the informal resolution stage (if relevant); and

⦁ Copies of any papers, letters, images or other evidence that support the complaint.

Upon receipt of the complaint, we will acknowledge the complaint within five (5) working days, wherever possible.

Following the conclusion of any investigation, we will contact the complainant to discuss the matter, disclosing any relevant evidence found that substantiates or disputes the complaint.

During these communications, we will, where the complaint is upheld, also seek to agree on a satisfactory resolution with the complainant. However, resolutions must be fair, measured, and appropriate; therefore, any proposed resolutions that we consider excessive and unbalanced will not be considered.

The objective at this stage is a speedy formal resolution of the complaint (30 working days). However, this timeline may be extended where third-party input is required.

On the closure of the complaint, the decision will be communicated to the complainant in writing, and any necessary corrective and/or preventative actions will be detailed to ensure that lessons are learnt.

Stage 3 – Local Resolution Exhausted

If neither Stages 1 or 2 reach a mutually acceptable resolution, we will consider the complaint closed as all local resolutions have been exhausted.

However, at this stage, clients who wish to raise a complaint are within their rights to pursue the matter through other avenues.

As Flourish with Neurodiversity is a member of the International Coaching Federation, we are subject to the Ethical Conduct Review Process. If relevant, further details on the process can be found here.

Providing Other Feedback

To comment on our service, let us know how we can improve or recognise an individual; simply email us at [email protected].

All feedback, comments, and compliments given in person will be passed to management for review.

We aim to respond to the individual providing feedback within 30 working days when a response is required.

Variations to the Complaints Procedure

Where a complaint relates to a third party, we will redress the complaint to the relevant organisation and inform the complainant of this action.

Reasonable Adjustments and Disability Awareness

Any complainant (or advocate/companion) who requires a reasonable adjustment to access this policy or participate in the complaints procedure will be accommodated, where practicable, by implementing reasonable adjustments.

Please do not hesitate to reach out if you need any assistance!

Data Protection and Confidentiality

All complaints at Flourish with Diversity are handled with strict adherence to data protection and confidentiality standards.

Complaint records will be securely stored electronically in a secure cloud-based folder, accessible only to those with a legitimate need.

Complaint details will not be shared outside of these necessary parties except where legally required or with explicit consent from the complainant.

Records are retained only for as long as necessary to resolve the complaint and fulfil any regulatory obligations, after which they are securely disposed of, ensuring client privacy is upheld throughout the process.

Complaints Monitoring

Flourish with Neurodiversity will collect data on the number and nature of complaints we receive and review this data regularly (at least every six months).

An action plan will be implemented where trends indicate that improvement is required.

Monitoring and Reviewing

Flourish with Neurodiversity is committed to ensuring our policies are effective and up-to-date. To do this, we have a process for regularly monitoring and reviewing them.

The business owner and founder is responsible for this process and will review this policy at least once a year or more frequently if needed due to changes in laws or our practices.