Complaints Policy

Better Beginnings is committed to providing high-quality psychology services which clients and referrers can have confidence in. We hope that everyone is happy with the services we provide, however, if you are unhappy with any aspect of our service, we have a formal complaints procedure (below). We are very keen to work with you to help resolve any concerns you have and to learn from feedback received.

As an Equal Opportunities organisation, we aim to treat everyone on their merits – irrespective of age, disability or impairment, race, ethnic or national origin, gender, marital status, sexuality, dependants or class. If you believe we may have discriminated against you on such grounds, we would be very concerned and would welcome the chance to investigate your complaint thoroughly.

Stage 1 – Discussion with your therapist/supervisor

We welcome receiving both compliments and concerns. In the first instance, please consider whether your complaint can be addressed informally by speaking with your psychologist. Where possible your psychologist will discuss your concerns with you to resolve the issue concerned. 

Stage 2 – Informal process

If the complaint is not resolved informally, or if you wish to make a formal complaint, please do so in writing to the company director Dr Miriam Inder. You can raise concerns by email or letter:

Please include the components of your complaint and your expectation of resolution.

Dr Inder will acknowledge receipt of the complaint in writing within 3 working days. 

If the complaint is about Dr Inder she will arrange for a psychologist from a different practice to take responsibility for investigating and responding to the complaint. The clinician dealing with your concern will communicate it to your therapist and ask them to respond in writing. Whichever clinician is dealing with your complaint will also look at your clinical notes and may also arrange to meet with you. This person will consider your concern and the therapist’s response, and decide whether your concern is upheld or might be resolved and if so, what steps should be taken to address it. They may seek advice from our Professional Bodies or a clinical supervisor whilst keeping your name anonymous. They may need to refer a complaint on to a professional regulatory body for investigation if appropriate. You would be informed of this, and it may not be possible to keep your complaint anonymous in these circumstances. The outcome of our internal investigation, and suggested remedies if appropriate, will be conveyed to you in writing. This will include any learning points for Better Beginnings.

The investigating clinician will aim to respond to you with an outcome within 30 working days. However, each complaint will have individual circumstances which may affect the time required to provide a full response. They will ensure that an expected time frame of completion is communicated.

They will provide a written response to the complaint, detailing the outcome of the investigation. The letter will aim to directly address all aspects of your complaint. It will aim to outline the investigation and the conclusions drawn, provide an explanation of the events complained about, give an acknowledgement of dissatisfaction, give an apology (if appropriate) and detail the action/s taken to improve future care of clients (if appropriate).

Stage 3: Formal Process

If after this process, you remain concerned or if you prefer to have an external Professional Body look at your concern, you can contact The Health and Care Professions Council. You may fill in the form on their website or email:

Recording Complaints

All complaints are recorded. The record includes the date of the complaint, the complainant’s name and address unless they wish to remain anonymous, the form of it (i.e. in writing or verbal), who received it, what the details of the complaint were, and what action was taken, by whom and on what timetable.

Vexatious Complaints

Generally, most complaints will be dealt with adhering to this policy. However, occasionally services receive complaints that are unreasonable, repetitive and/or abusive. These type of complaints place strain on time and resources and are stressful for staff who have to deal with these complex and challenging issues. Unreasonably persistent complaints are defined as “those who, because of the frequency or nature of their contact with an authority, hinder the authority’s consideration of their or other people’s complaints”.

Vexatious complaints will be dealt with by deciding if the complaint is:

• likely to cause unjustified distress or disruption to a Psychologist
• abusive
• obsessive
• lacking serious purpose or value
• intended to cause distress or disruption

To decide whether the complainant is unreasonable we take into account the context of the complaint and the history of the complainant. We will ensure that supervision is sought in making this decision. Thus, we will consider:

• previous complaints made by the complainant, if they are repetitive and lack value
• whether the information being requested has already been given 
• whether the time and cost of processing the complaint pose a disproportionate burden to Better Beginnings

Better Beginnings recognises that distress or frustration can lead to forceful complainant behaviour. We will listen to the essence of the complaint and make reasonable allowances for behaviour by the complainant, but will not tolerate harassing, aggressive, threatening or violent behaviour (written, verbal or physical), which if appropriate will be reported to the police or other relevant authorities. Making unfair inflammatory statements about the service or an employee is also considered abusive behaviour. Any of this type of behaviour will be considered in deciding if your complaint is vexatious.

If it is decided that your complaint is vexatious it will be noted but not processed. The complainant will be notified in writing regarding this and our reasoning behind the decision.

Dr Miriam Inder
Clinical Psychologist
HCPC Reg.: PYL15720