Neurodivergent Speech Therapist in Kent - Jamie Louise Hollis - ADHD SLT

Complaints Handling Policy

Date Reviewed: 16th march 2026

Effective Date: 2nd november 2023

Next Review Due: 16th march 2027

Introduction

This Complaints Handling Policy outlines the procedures for managing and resolving complaints regarding the services provided within my practice. My goal is to address any concerns or issues you may have in a fair, transparent, and efficient manner.

I view complaints as an opportunity to improve the quality and safety of my services.

Purpose of the Policy

The purpose of this policy is to:

  • Provide a clear process for raising and handling complaints
  • Ensure that complaints are managed effectively and fairly
  • Continuously improve the quality of my services based on feedback.

Scope

This policy applies to any complaints related to the services I provide, including:

  • Professional conduct
  • Service delivery
  • Data handling and confidentiality
  • Communication and other aspects of client interactions.

How to Make a Complaint

If you feel comfortable doing so, you may raise the issue directly with me so that it can potentially be resolved quickly and informally. You may also seek advice from the Royal College of Speech and Language Therapists (RCSLT). If your concern relates to professional conduct, you may contact the Health and Care Professions Council (HCPC), which regulates speech and language therapists in the UK.

Informal Resolution
If possible, address the issue directly with me during or after a session. Often, issues can be resolved quickly and informally.

Formal Complaint
If the issue is not resolved informally or if you prefer to make a formal complaint, submit your complaint in writing. You can do this by:

Writing to me at:
Jamie Louise Hollis
Emailing me at: adhdslt@outlook.com

Please include the following information in your complaint:

  • Your name and contact details
  • A clear description of the complaint
  • Any relevant dates or details
  • Any supporting documents or evidence.
  • You can also contact HCPC or RCSLT if you would like advice on the service you have been given. 

Complaints Handling Procedure

Once a complaint is received, the following steps will be taken:

  • Acknowledgment: I will acknowledge receipt of your complaint within 5 working days and provide you with an estimated timeframe for resolution.
  • Investigation: I will investigate the complaint thoroughly. This may involve reviewing relevant documents, speaking with involved parties, and gathering additional information.
  • Response: I will provide a written response to your complaint within 20 working days of acknowledgment. This response will include the findings of the investigation and any actions taken or proposed.
  • Resolution: If the complaint is upheld, I will take appropriate steps to resolve the issue and prevent a recurrence. This may involve changes to practice, additional training, or other corrective actions.
  • If additional time is required due to the complexity of the complaint, I will inform you and provide an updated timeframe.

Escalation

If you are not satisfied with the resolution of your complaint, you can escalate the matter by:

Contacting Relevant Professional Bodies
If applicable, you may contact relevant professional bodies or regulators for further assistance. For example, you may reach out to the Health and Care Professions Council (HCPC) or another relevant authority.

Lodging a Complaint with the Information Commissioner’s Office (ICO)
If your complaint involves data protection issues, you can contact the ICO for further assistance. The ICO can be reached via their website https://ico.org.uk or by phone at 0303 123 1113.

Policy Review

This Complaints Handling Policy is reviewed regularly to ensure it remains effective and complies with current regulations and best practices. Updates to the policy will be posted on my website, and I encourage you to review it periodically. Where appropriate, learning from complaints will be used to improve policies, procedures, or service delivery. All complaints are taken seriously and handled in line with professional and regulatory standards.

Contact

If you have any questions or need further information about this policy, or if you wish to make a complaint, please contact me at:

Jamie Louise Hollis
Email: adhdslt@outlook.com

Signed: Jamie Louise Hollis, ADHD SLT
Job Title: Speech and Language Therapist, Speech and Language Therapy BSc, MHCPC, MRCSLT

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