1. Purpose
Prior Mindset is committed to providing a high-quality, professional, and ethical service. This policy ensures that clients and stakeholders have a clear process for raising concerns, that all complaints are handled fairly and promptly, and that lessons are learned to improve services.
2. Scope
This policy applies to:
All clients and their families using Prior Mindset services.
All members of staff, associates, contractors, and volunteers.
All services delivered in person, online, or via telephone/video platforms.
3. Policy Statement
All complaints will be taken seriously, treated confidentially, and investigated fairly.
Complaints will not prejudice future treatment or service.
Clients will be supported to raise concerns in the way most accessible to them (e.g. verbal, written, or via email).
Where possible, complaints should be resolved quickly and informally.
4. Complaints Process
Step 1: Raising a Complaint
Complaints may be submitted verbally, in writing, or by email.
Complaints should be directed to the practitioner involved or to Prior Mindset’s management team.
Complaints will be acknowledged in writing within 5 working days.
Step 2: Investigation
The complaint will be reviewed by a manager not directly involved in the issue.
The investigation may involve:
Reviewing records and documentation.
Speaking with the client and staff involved.
Consulting relevant policies and standards.
The investigation will be completed within 20 working days. If more time is required, the client will be informed in writing, with a revised timescale.
Step 3: Outcome
A written response will be provided to the client, including:
Findings of the investigation.
Any actions taken or changes made.
Information about next steps if the client remains dissatisfied.
5. Escalation Options
If the client is not satisfied with the outcome, they may:
Request a review of the complaint by a senior member of management.
Escalate externally to an appropriate independent body, depending on the service provided, such as:
Professional regulatory bodies (e.g. HCPC, NMC, BACP, BABCP).
Information Commissioner’s Office (ICO), for data protection concerns.
Local Authority Safeguarding Board, if safeguarding issues are involved.
6. Confidentiality
Complaints will be handled in line with UK GDPR and the Data Protection Act 2018.
Information will be shared only with those directly involved in the investigation.
7. Monitoring and Learning
Complaints will be logged in a central register.
The Designated Safeguarding Lead or nominated manager will review complaint trends quarterly.
Lessons learned will be used to improve services, training, and policies.
8. Responsibilities
Clients
Provide as much detail as possible to enable effective investigation.
Staff
Respond to complaints professionally and cooperate fully with investigations.
Management
Ensure timely handling, impartiality, and fairness in all investigations.
Ensure staff are trained in complaint handling procedures.