Publicised Contact Details for Complaints:
Written complaints may be sent to NeuroKnowHow Ltd by e-mail to admin@neuroknowhow.com
Verbal complaints may be made by phone to the administrator or tutor on 07971 714217
Please click here for our Complaints Policy
Receiving Complaints
Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have.
The person who receives a phone or in person complaint should:
- Write down the facts of the complaint
- Take the complainant’s name, address and telephone number
- Note down the relationship of the complainant to NeuroKnowHow Ltd (for example: client)
- Tell the complainant that we have a complaints procedure
- Tell the complainant what will happen next and how long it will take
- Where appropriate, ask the complainant to send a written account by by email so that the complaint is recorded in the complainant’s own words.
Stage One
In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.
Whether or not the complaint has been resolved, the complaint information should be passed to the Business Administrator within one week. On receiving the complaint, the Business Administrator records it in the complaints log. If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action.
If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.
Complaints should be acknowledged by the person handling the complaint within 10 days. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached.
Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
Stage Two
If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at Board level. At this stage, the complaint will be passed to the Board of Directors.
The request for Board level review should be acknowledged within 10 days of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply.
The Board of Directors may investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage One. If the complaint relates to a specific person, they should be informed and given a further opportunity to respond. The person who dealt with the original complaint at Stage One should be kept informed of what is happening.
Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
The decision taken at this stage is final, unless the Board decides it is appropriate to seek external assistance with resolution.
All replies will be by email. If the complainer has specifically requested a verbal/telephone response this will always be backed up by an email.
External Stage
The complainant can complain to The Professional Association of Teachers of Students with Specific Learning Difficulties (PATOSS) at any stage. Information about the kind of complaints PATOSS can involve itself in can be found on their website at: https://www.patoss-dyslexia.org/ . This is the ultimate point of appeal if the complainant remains dissatisfied.
Variation of the Complaints Procedure
The Board may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint about the Chair should not also have the Chair as the person leading a Stage Two review.
Monitoring and Learning from Complaints
A log of complaints is kept which includes:
1. The customer’s name and account reference.
2. Date of the complaint.
3. A flag to indicate if the complaint is “open” or resolved.
4. Nature of the complaint.
5. Record (including dates) of NeuroKnowHow’s response and any actions taken.
6. Record of subsequent correspondence or discussions with the customer.
Complaints are reviewed annually to identify any trends which may indicate a need to take further action. Complaints are reviewed annually to identify any trends which may indicate a need to take further action.
Procedure adopted in 2017
Last reviewed: Jan 2022