Offering clients a clear, fair way to raise concerns is part of practising well. This page gives you a ready-made feedback and complaints process you can use or adapt.
Your professional or regulatory body, or your insurer, is your clients’ route for serious unresolved concerns — name it in your own process and point your clients to it.
The wording below is offered especially for practitioners who don’t belong to a professional body, so you can still give clients a clear, fair process. You’re welcome to use it as-is or adapt it to your practice.
My feedback and complaints process
Your experience matters to me. If something in our work together hasn’t felt right, I’d genuinely like to know, so I can put it right where I can and keep improving.
Talk to me first. Please email me and tell me what you’re unhappy with. For straightforward concerns, I’ll aim to respond and let you know what I’m doing about it within 14 days.
For more complex concerns, I may suggest a conversation so I can understand fully what happened. I’ll aim to respond within 30 days, and I’ll keep you updated if looking into it carefully takes longer.
If we can’t resolve it between us, and the matter is serious, you have a right to take it further with a body independent of me. If I’m registered with a professional or regulatory body, you can raise it with them. You can also ask me for my insurer’s details, and you are welcome to seek independent advice or support.
About the directory. I’m listed on the Neurodivergent Practitioners directory (a trading name of Luminosity Labs Ltd). The directory lists my services but is not responsible for them, and it doesn’t investigate complaints or decide disputes. It can review my listing and may remove it if its content breaches the directory’s requirements or if I lose relevant professional standing.
Your records. Any records relating to your feedback are stored securely and in line with applicable data-protection law.