Complaints Procedure

Updated September 2021

Review Date: April 2022

Helping Kids Shine aims to provide high quality services which meet your needs. We believe we achieve this most of the time: if we are not getting it right please let us know.

In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know of for any reason you are not satisfied with your dealings with Helping Kids Shine.

You may find that you are unhappy either with the clinical practice of Helping Kids Shine or the business practice.  We are able to offer remedial actions for both of these categories.  Please do not hesitate to contact us if you wish to make a complaint.

Often we will be able to give you a response straight away. When the matter is more complicated we will give you at least an initial response within five working days.

Making a written complaint

If you are not satisfied with our response or wish to raise the matter more formally, please put your complaint in writing.  All written complaints will be logged. You will receive a written acknowledgement within five working days.

The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

Taking your complaint further

If after we have responded you are not satisfied, you are within your rights to contact the Health and Care Professions Council with regards to clinical complaints and the Citizen’s Advice Bureaux with business related complaints.

A note about feedback

Please note that we appreciate feedback; good or bad.  It helps us to develop the service that we are able to offer our customers.