Complaints Policy (March 2024)

At RocketEd we aim to support the educational progress, learning, development and wellbeing of children and young people. We do this by offering high quality assessment, advice and support services to children and young people, their parents, carers, educators and other practitioners. 

We understand that sometimes issues may arise, and we value your feedback. This complaints policy outlines the steps to be taken in the event that you have a concern or complaint about our services. We are committed to resolving complaints in a fair and timely manner. Your input helps us improve our services and ensures that we continue to meet the needs of the children we serve.

1. Definition of a Complaint

A complaint is defined as any expression of dissatisfaction with our services, processes, or interactions.

2. How to Make a Complaint

Complaints can be made verbally or in writing. Verbal complaints can be made by phoning our contact number 07379020749 during office hours. Written complaints can be submitted via email to hello@rocketed.co.uk or by post to our registered office at 1 Northway, Altrincham WA14 1NN. 

3. Acknowledgement of Complaints

Upon receipt of a complaint, we will acknowledge it within 5 working days, including a copy of this policy. The acknowledgment will include information on how the complaint will be investigated and an estimated timeframe for resolution. We will comply with any statutory procedures that may relate to your complaint.

4. Investigation Process

Complaints will be investigated by an appointed member of our team, usually the Client Service Manager, if they were not directly involved in the issue. We may request additional information or clarification from you during the investigation process.

5. Resolution

We aim to resolve complaints promptly and fairly. Once the investigation is complete, we will provide you with a written response detailing the outcome of the investigation and any actions taken or proposed resolutions. If the resolution requires further action, we will provide you with an update on the progress and an expected timeframe for completion. 

6. Escalation

If you are dissatisfied with the initial response or resolution provided, you may request escalation of your complaint. Escalated complaints will be reviewed by a more senior or associate member of our team, who may conduct further investigation if necessary. You will be informed of the outcome of the escalated complaint in writing.

7. Confidentiality

All complaints will be handled confidentially and in accordance with data protection regulations. Information gathered during the complaints process will only be shared with individuals directly involved in the investigation and resolution of the complaint.

8. Learning and Improvement

We are committed to using feedback from complaints to continuously improve our services. All complaints will be analysed to identify any recurring issues or areas for improvement, and appropriate action will be taken to address them.

9. External Resolution

If you remain dissatisfied with the outcome of your complaint after exhausting our internal complaints procedure, you may have the right to escalate your complaint to an external authority, such as the HCPC and/or other relevant regulatory body. In our standards document we list the regulatory and professional bodies to which we are accountable.