Complaints Policy

1. Introduction

NeuroAdvantage CIC is a consulting firm and post-16 education provider, specialising in mental health coaching, education, and support services. We are committed to delivering high-quality programmes, consulting, and educational services to our clients, students, and partners. We view complaints as an opportunity to learn, improve, and uphold the highest standards in mental health coaching, education, and consultancy.
This policy outlines how we address complaints in a fair, transparent, and timely manner to ensure that concerns are handled with professionalism and respect.

2. Scope

This policy applies to complaints raised by:

Clients and service users
Students and learners in our post-16 education programmes
Partners and collaborators
Members of the public or other external stakeholders

Complaints may relate to:

The quality or delivery of our coaching, education, or consulting services
The conduct or behaviour of staff or coaches
Our policies, processes, or practices
Any other concerns relating to NeuroAdvantage CIC’s operations

3. Our Commitment

We are dedicated to:

Treating all complaints seriously and with respect
Responding promptly and fairly to all concerns raised
Maintaining confidentiality and safeguarding the privacy of all involved
Taking appropriate action to resolve issues and prevent recurrence
Using feedback to continuously improve our mental health and education services

4. How to Make a Complaint

You can make a complaint in the following ways:

In Writing:
Email us at complaints@neuroadvantagecic.org or write to:
NeuroAdvantage CIC

By Phone:

Call us on 07733305042 and request to speak with the Complaints Officer.

In Person:
Raise your concerns with a member of our team. If necessary, a formal meeting can be arranged to discuss the matter further.
When making a complaint, please provide:

Your name and contact details
Details of the issue, including relevant dates, times, and individuals involved
Any supporting evidence or documentation
We also welcome anonymous complaints, although our ability to investigate may be limited in such cases.

5. Complaints Procedure

1. Acknowledgement:

We will acknowledge receipt of your complaint within 5 working days, or in the case of safety issues, within 72 hours.

2. Investigation:
A designated Complaints Officer will carry out an impartial investigation. This may involve:

Reviewing relevant materials
Speaking with those involved
Gathering additional evidence to fully understand the issue

3. Resolution:
We aim to provide a written response within 15 working days. If additional time is required, we will keep you informed of progress and expected timelines.

4. Outcome:
Once the investigation is concluded, you will receive:

A summary of the findings
Any actions taken or proposed to address the issue
Information about your right to appeal if you are not satisfied with the resolution

6. Appeals

If you are dissatisfied with the outcome of your complaint, you can appeal by writing to the Chief Executive Officer (CEO) c/o info@pfl876prkw.wpdns.site Appeals will be reviewed within 10 working days, and a final decision will be communicated.

7. Confidentiality and Data Protection

All complaints will be handled confidentially, in line with relevant data protection legislation. Information will only be shared with those directly involved in the investigation and resolution process.

8. Monitoring and Review

We maintain a record of all complaints to monitor trends and identify opportunities for improvement. This policy will be reviewed annually to ensure its continued effectiveness and relevance to our mental health and educational services.

Contact details

NeuroAdvantage CIC

Email: info@pfl876prkw.wpdns.site
Phone: 07733305042

We value your feedback and are committed to using it to improve the quality of our mental health coaching and post-16 education services. Thank you for helping us to maintain and enhance our standards.