Data Protection Complaints Procedure

Purpose

Happy Hatching Mind is committed to providing safe, ethical and professional services. Feedback and complaints are welcomed as opportunities to improve practice and address concerns fairly and transparently.

This procedure explains how complaints about counselling, supervision, consultancy, training or other services can be raised and managed.

Scope

This procedure applies to complaints relating to:

Counselling services

Clinical supervision

Safeguarding consultancy

Training delivery

Professional conduct

Administrative matters

Service delivery

Concerns relating specifically to the handling of personal information should be raised through the Data Protection Complaints Procedure.

Informal Resolution

Where appropriate, individuals are encouraged to raise concerns directly and as soon as possible.

Many concerns can be resolved through discussion, clarification or corrective action without the need for a formal complaint.

Making a Formal Complaint

Complaints should be submitted in writing wherever possible.

Complaints should include:

Name and contact details

Nature of the complaint

Relevant dates and circumstances

Desired outcome (if known)

Complaints may be sent to:

Email: info@happyhatchingmind.co.uk

Acknowledgement

Complaints will normally be acknowledged within five working days.

The acknowledgement will:

Confirm receipt

Outline the next steps

Provide an estimated response timeframe

Investigation

Complaints will be reviewed fairly, impartially and proportionately.

The investigation may include:

Reviewing relevant records

Considering correspondence

Reviewing contractual agreements

Seeking clarification from those involved

Additional information may be requested where necessary.

Response

A written response will normally be provided within twenty working days.

The response will include:

A summary of the complaint

Findings of the investigation

Any actions taken or proposed

Information regarding further options if dissatisfaction remains

Where additional time is required, the complainant will be informed.

Professional Standards Concerns

Where a complaint relates to professional conduct or ethical practice, information may be provided regarding relevant professional bodies and complaints processes.

Record Keeping

A record of complaints will be maintained, including:

Complaint received

Investigation undertaken

Outcome

Lessons learned

Improvements implemented

Complaint records will normally be retained for six years following closure.

Equality and Accessibility

Reasonable adjustments will be made where required to ensure accessibility of the complaints process.