Complaints Policy

1) Scope

This policy covers service complaints (quality, delivery, conduct, boundaries, missed expectations, communication, billing/admin issues).

It does not replace:

  • Data protection complaints (handled via the Data Protection Complaints process).

  • Safeguarding concerns (follow the setting’s DSL route / safeguarding procedures immediately).

2) How to raise a complaint

Email: hello@thehrologist.co.uk

Please include:

  • your name + best contact details

  • the service/engagement and relevant dates

  • what happened (brief factual description)

  • what outcome you are seeking

If you prefer, you can ask for your complaint to be handled by Naomi directly.

3) What we do when we receive a complaint

A) Acknowledge

  • We will acknowledge receipt within 2 working days.

B) Triage

We will check whether the issue also involves:

  • a safeguarding concern (urgent escalation required)

  • a data protection concern (route via data protection complaints)

C) Investigate (proportionately)

  • We will gather relevant information and speak to any involved parties as needed.

  • We keep notes minimal, factual, and need‑to‑know.

D) Outcome

  • We aim to provide a substantive response within 14 days.

  • If the issue is complex and needs longer, we will tell you the expected timeline and provide progress updates.

4) Possible outcomes

Depending on what we find, outcomes may include:

  • clarification and repair conversation

  • revised delivery plan / make‑good action where appropriate

  • refund/credit decision (where appropriate)

  • boundary reset (what we will/won’t do)

  • escalation to safeguarding routes (where required)

5) Confidentiality and safeguarding

We treat complaints sensitively. However:

  • we may need to share information internally on a need‑to‑know basis to investigate properly

  • safeguarding overrides confidentiality where risk is present

6) Record keeping

We keep a brief record of the complaint, actions taken, and the outcome in approved storage.

7) Review

We review complaint trends periodically to improve service quality and reduce repeat issues.

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