Brimstone Psychology Complaints Policy
- Introduction
At Brimstone, we are committed to delivering high-quality training, supervision, and support services that reflect our values of compassion, integrity, and professionalism. We recognise that, on occasion, individuals or organisations may have concerns about our services or conduct, and we welcome the opportunity to address these constructively.
This policy outlines how we manage complaints, ensuring all concerns are taken seriously, investigated fairly, and resolved promptly in accordance with our Terms and Conditions.
- Scope
This policy applies to complaints about:
- The quality or delivery of RESTA/RESO training or supervision
- Conduct of RESTA trainers, supervisors, or RESTA Approved Individuals
- Communication, materials, or resources provided through the RESTA programme
- Breaches of RESTA standards or professional behaviour by RESTA Approved Individuals or RESOs
It does not cover:
- Disagreements about programme content where training was delivered as described
- Requests for refunds (covered in the Refund Policy)
- Complaints relating to third-party delivery partners (to be referred directly to those parties)
- Principles
We aim to handle complaints in a way that is:
Timely – Acknowledging complaints within 5 working days and resolving them as quickly as possible
Transparent – Clear about the process, responsibilities, and timeframes
Respectful – Treating all parties with dignity, discretion, and fairness
Evidence-informed – Decisions will be based on documentation, observation, and professional standards
Improvement-focused – Using complaints as an opportunity to learn and enhance our services
- Making a Complaint
Informal Resolution
In the first instance, we encourage complaints to be raised directly and informally with the trainer, supervisor, or RESTA contact person where appropriate. Many concerns can be resolved quickly and amicably at this level.
Formal Complaint
If the issue is not resolved informally, or the complainant prefers a formal route, a written complaint should be submitted to:
Dr Esther Borrett (esther.borrett@brimstonepsychology.co.uk)
Or sent by post to:
RESTA Complaints Officer
Brimstone Psychology Ltd
96 Tuddenham Road
Ipswich
IP4 2SZ
The complaint should include:
- The name and contact details of the complainant
- A clear description of the issue
- Relevant dates, individuals involved, and supporting evidence
- An outline of the outcome sought
- Handling the Complaint
Acknowledgement – We will acknowledge your complaint within 5 working days.
Investigation – A designated senior member of the RESTA team (not involved in the matter) will review all relevant information.
Response – A written response outlining findings, decisions, and actions will be provided within 20 working days of acknowledgement. If more time is needed, the complainant will be kept informed.
- Outcomes and Resolution
Possible outcomes may include:
- An apology or explanation
- Amendments to materials or delivery
- Additional training or support
- Mediation or facilitated discussion
- Disciplinary action (in line with RESTA Terms and Conditions)
- No further action (with reasons clearly explained)
If a complaint is upheld, we will take proportionate action to address the concern and prevent recurrence.
- Escalation
If the complainant is not satisfied with the outcome, they may request a review by a Director of Brimstone Psychology Ltd. The request must be made in writing within 10 working days of the initial decision and state the grounds for appeal.
The Director’s decision will be final.
- Record Keeping and Confidentiality
All complaints will be documented and securely stored in accordance with Data Protection Laws. Records will include the nature of the complaint, actions taken, and outcomes. Personal information will be handled confidentially and only shared with those directly involved in the process.
- Policy Review
This policy is reviewed annually or in response to significant feedback or regulatory changes. Feedback on the complaints process is welcomed to support ongoing improvement.
Last reviewed: 20/02/2025
Next review due: 20/02/2026