Introduction

Safe Brain Solutions is committed to providing high-quality behaviour and education consultancy services. I value feedback from my clients as it helps us improve my services. This Complaints Policy outlines how I handle complaints to ensure they are resolved promptly, fairly, and effectively.

It is essential to have a clear and accessible complaints procedure in place to address any concerns that may arise for any clients or stakeholders. My aim is to ensure that clients know that any complaint will be taken seriously and will seek to make them feel heard and supported while seeking resolution.  Complaints can be made via email, in writing or verbally.  I am commited to transparency and continual improvement within the consultancy services provided. Any complaint will be taken seriously and will be recognised as an opportunity to adjust my practice to ensure that I am meeting the needs of my clients and stakeholders affected by my services. 

Scope

This policy applies to all clients, stakeholders, and individuals who interact with our services.

How to Make a Complaint

In the first instance, as a sole trader, I may be contacted through the contact form here for any complaints to be reported.

If you are dissatisfied with any aspect of my service, please contact me as soon as possible. Complaints can be made:

• By email: lpage@safebrainsolutions.co.uk
• In writing: 2-4, Petworth Road, Haslemere, GU27 2HR
• By phone: 07883227613

Please provide:

• Your name and contact details
• Details of the complaint, including relevant facts and dates
• Any supporting documents

Acknowledgement of Complaints

I will acknowledge your complaint within 5 working days of receipt. If the matter requires more time, we will notify you with an expected timeline.

Handling Complaints

1. Initial Assessment: Your complaint will be reviewed promptly.
2. Investigation: A thorough investigation will be conducted. 
3. Response: After the assessment, clients will receive a detailed response outlining the findings and any actions to be taken, usually within 20 working days.

If You Are Not Satisfied

If the resolution is not accepted by the client or stakeholder, they may take this complaint further to the UK Society for Behaviour Analysts (UKSBA) here. I am registered with the UKSBA which is accredited by the Professional Standards Authority. 

If it is regarding a data protection breach you may make a complaint to the ICO here. 

Confidentiality

All complaints are handled confidentially in accordance with data protection laws and my privacy policy here.

Continuous Improvement

I regularly review complaints to improve my services and policies.

Contact Information

Laura Page

Registered address: 2-4, Petworth Road, Haslemere, GU27 2HR

Email: lpage@safebrainsolutions.co.uk

Telephone: 07883227613