COMPLAINTS POLICY

Behavioural Sleep Solutions

Last updated: 13 June 2026

Behavioural Sleep Solutions is operated by Jodie Fielder Consulting Ltd. We are committed to providing a high standard of service and welcome feedback from clients. We take all concerns seriously and aim to resolve complaints promptly, fairly, and transparently.

This Complaints Policy explains how concerns can be raised and how complaints will be handled.

Purpose of This Policy

This policy aims to ensure that:

• Clients know how to raise concerns or complaints

• Complaints are handled respectfully, consistently, and fairly

• Issues are investigated objectively

• Appropriate action is taken where necessary

• Opportunities for service improvement are identified

What Counts as a Complaint?

A complaint is any expression of dissatisfaction regarding:

• The service provided

• Communication or professionalism

• The conduct of the Provider

• The outcome of a sleep plan or support service

• Administrative processes or business practices

General questions, requests for information, or requests for clarification are not considered complaints.

How to Make a Complaint

Complaints should be submitted in writing by email to:

Email: [email protected]

Please include:

• Your name

• Your child's name (if applicable)

• The date(s) of the issue

• A description of the concern

• Any supporting information or documentation

Providing this information helps us investigate and resolve the matter effectively.

How We Handle Complaints

4.1 Acknowledgement

We will acknowledge receipt of your complaint within 5 working days.

4.2 Investigation

We will:

• Review relevant records and communications

• Consider the nature and circumstances of the complaint

• Contact you if additional information is required

• Investigate the matter fairly and objectively

4.3 Response

We aim to provide a full written response within 14 working days of receiving the complaint. If additional time is required, we will inform you and provide an estimated timeframe for completion.

4.4 Possible Outcomes

Depending on the nature of the complaint, outcomes may include:

• An explanation or clarification

• An apology where appropriate

• Recommendations for future action

• Adjustments to service delivery

• Changes to internal procedures or processes

If You Are Not Satisfied

If you remain dissatisfied after receiving our written response, you may request a further review of the matter.

As Behavioural Sleep Solutions is an independent consultancy and not a regulated healthcare or clinical service, external escalation options may vary depending on the nature of the complaint.

If your complaint relates specifically to how your personal information has been collected, used, stored, or shared, you have the right to make a complaint to the Information Commissioner's Office (ICO).

Information Commissioner's Office (ICO)

Website: https://ico.org.uk

Telephone: 0303 123 1113

We would welcome the opportunity to address your concerns before you contact the ICO.

Safeguarding Concerns

If a complaint raises concerns regarding the safety or wellbeing of a child, vulnerable person, or other individual, we may be legally required to share relevant information with safeguarding authorities or other appropriate agencies.

Confidentiality

All complaints are handled confidentially.

Information will only be shared with individuals who need access to it for the purpose of investigating the complaint or where disclosure is required by law.

Record Keeping

We maintain secure records relating to:

• The complaint

• Investigation notes

• Correspondence

• Outcomes and actions taken

Complaint records may be retained for up to 7 years where necessary for legal, contractual, safeguarding, insurance, or business purposes, after which they will be securely deleted.

Updates to This Policy

We may update this Complaints Policy from time to time.

The latest version will always be available on our website.

Contact

Behavioural Sleep Solutions

Jodie Fielder Consulting Ltd
Trading as Behavioural Sleep Solutions
Company No.: 16871397

Email: [email protected]

Address:
71–75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom