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Complaints Procedure​

 

1. Purpose

This procedure sets out how clients, parents/carers, schools, or commissioning bodies can raise concerns or complaints regarding services provided by The SpLD Hub.  I aim to provide a high-quality, professional service at all times and take any concerns seriously.

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2. Making a Complaint

If you are dissatisfied with any aspect of the service, please contact me as soon as possible so I can address the issue promptly and fairly.

You can make a complaint by:

Please include:

  • Your name and contact details

  • A clear description of the issue

  • Any relevant dates, times, or supporting information

  • What outcome you are seeking

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3. What Happens Next

  1. Acknowledgement: I will acknowledge receipt of your complaint within 3 working days.

  2. Investigation: I will review the issue fully, including any relevant records, correspondence, or session notes.

  3. Response: A formal written response will be provided within 10 working days of the complaint being received.

  4. Resolution: If appropriate, I will offer a resolution or outline any actions being taken.

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4. Escalation

If you remain dissatisfied with the outcome, you may escalate the complaint to:

  • The commissioning organisation (e.g., Local Authority or School, if applicable)

  • Professional body, if relevant (e.g., PATOSS, BDA, The Dyslexia Guild)

  • Local Government Ombudsman – if the complaint involves public services or contractual arrangements with local authorities

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5. Confidentiality and Record-Keeping

All complaints are handled sensitively and confidentially. A written record will be kept of the complaint, how it was handled, and the outcome. Records are stored securely in line with GDPR and data protection regulations.

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6. Commitment to Improvement

I welcome feedback and use complaints as an opportunity to improve services. Any necessary changes to practice or policy will be implemented as part of this process.

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