Complaints Procedure

We strive for excellence in all that we do, but on occasion we realise that you may not be fully happy with an aspect of a service that we provide. We take your concerns extremely seriously and we want to rectify this as soon as we possibly can do. As soon as you have a concern, please bring this to Louise Kadayer or Shelley Brown by emailing them personally with, ‘urgent: concern’ in the subject header. Alternatively, you may email your concern entitled, ‘urgent: concern’ to This e-mail address is being protected from spambots. You need JavaScript enabled to view it . You may also write to us by post or call us on the number(s) on this website. We will endeavour to get back to you within 7 days of receipt of your email. If you have raised your concern and it has not been attended to satisfactorily within 30 days, please contact us via email or post putting your complaint in writing and entitling it ‘complaint’. We will endeavour to address your complaint within 14 days and to resolve your complaint in its entirety within 90 days of us addressing your complaint. If this process has not resolved your complaint, we will direct you to our external supervisors. If they are unable to resolve your complaint, they will direct you to our appropriate professional bodies. This may be the BACB, the BPS or another professional body depending on your complaint.