Behavioural Sleep Solutions

Complaints Policy

Last updated: 06 Dec. 2025

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

This Complaints Policy explains how you can raise a concern and how it will be handled.

1. Purpose of This Policy

This policy ensures:

  • Clients know how to raise concerns

  • Complaints are handled respectfully and consistently

  • Issues are investigated objectively

  • Improvements are made where appropriate

2. What Counts as a Complaint?

A complaint is any expression of dissatisfaction about:

  • The service provided

  • Communication or professionalism

  • The conduct of the Provider

  • The outcome of a plan or support

Queries or requests for clarification are not complaints.

3. How to Make a Complaint

Complaints must be submitted in writing via email:

Email: jodie@behaviouralsleepsolutions.co.uk

Please include:

  • Your name

  • The child's name (if applicable)

  • Date(s) of the issue

  • Details of the concern

  • Any supporting information

This helps us understand and resolve the issue effectively.

4. How We Handle Complaints

Upon receiving your complaint:

4.1 Acknowledgement

We will acknowledge receipt within 5 working days.

4.2 Investigation

We will:

  • Review relevant records or communication

  • Consider the nature of the concern

  • Contact you if further information is required

4.3 Response

We aim to provide a full written response within 14 working days. If more time is needed, we will inform you.

4.4 Outcomes May Include:

  • Explanation or clarification

  • Apology (where appropriate)

  • Recommended actions or adjustments

  • Changes to internal procedures

5. If You Are Not Satisfied

If you remain dissatisfied after the written outcome, you can request:

  • Further review of the decision, or

  • Referral to an external professional body, advisory service, or regulator (where applicable)

As Behavioural Sleep Solutions is an independent consultancy (not a regulated clinical service), external escalation options may vary depending on the nature of the concern.

6. Safeguarding Concerns

If your complaint relates to the safety or wellbeing of a child or vulnerable person, we may be required to share information with safeguarding authorities. This is a legal obligation.

7. Confidentiality

All complaints are handled in confidence. Information is shared only where necessary to investigate the concern or fulfil legal obligations.

8. Record Keeping

We maintain secure records of:

  • The complaint

  • Investigation notes

  • Correspondence

  • Outcome and actions

These records are retained for 7 years in compliance with UK GDPR.

9. Updates to This Policy

We may update this policy periodically. The latest version will always be available on our website.

10. Contact

If you have questions about this policy, contact:

Behavioural Sleep Solutions
Email: jodie@behaviouralsleepsolutions.co.uk
Address: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom