Complaints Policy

Abi’s Sleep Story ("Abi’s Sleep Story", "we", "us", "our" or “paediatric sleep practitioner”) is committed to providing high-quality services to our clients. We recognise that there may be occasions when clients are dissatisfied with our services or have concerns, they wish to raise. This Complaints Policy outlines our procedures for addressing and resolving client complaints in a fair and timely manner.

Principles:

  1. We welcome feedback, including complaints, as an opportunity to improve our services and address any issues that may arise.

  2. We are committed to treating all complaints seriously, confidentially, and with sensitivity.

  3. We will handle all complaints in accordance with applicable laws and regulations, including those relating to data protection and confidentiality.

Making a Complaint:

  1. Clients who wish to make a complaint about our services should do so in writing, either by email to abi@sleep-story.co.uk

  2. Complaints should include as much detail as possible, including the nature of the complaint, relevant dates, and any supporting documentation.

Handling of Complaints:

  1. Upon receiving a complaint, we will acknowledge receipt of the complaint within 48 hours and inform the client of the steps that will be taken to address the complaint.

  2. There will be a thorough investigation into the complaint, which may involve gathering additional information and speaking with relevant parties.

  3. Sleep Story will aim to resolve the complaint as quickly as possible and will keep the client informed of progress throughout the process.

  4. If necessary, Sleep Story may escalate the complaint to an external expert such as Citizens Advice Bureau or an Ombudsman for further review and resolution.

Resolution of Complaints:

  1. Once the investigation is complete, the outcome of the complaint will be communicated to the client in writing, including any actions taken to address the complaint and any remedies offered.

  2. If the client is not satisfied with the outcome of the complaint, they may request a review by an external professional such as Citizens Advice Bureau or an Ombudsman for further review and resolution.

  3. We are committed to resolving complaints to the best of our ability and ensuring that clients are satisfied with the outcome.

Confidentiality:

  1. All complaints will be treated with the utmost confidentiality, and information relating to complaints will be shared only with those who have a legitimate need to know.

  2. Personal information obtained during the complaints process will be handled in accordance with our GDPR and confidentiality policies.

Policy Review:

  1. This Complaints Policy will be reviewed regularly to ensure its effectiveness and compliance with applicable laws and regulations.

  2. Any updates or changes to the policy will be communicated to all staff members.

By engaging with our services, you acknowledge that you have read, understood, and agree to abide by the terms of this Complaints Policy.

Last updated: 2nd of Aril 2024

If you have any questions or concerns about our complaints policy, please contact us at:

abi@sleep-story.co.uk

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