Inspire Wellbeing Services welcomes feedback. It helps us understand what is working well, and where we can learn and improve.

Below are the types of feedback you can give:

• Compliment – Positive feedback about your experience with Inspire Wellbeing
Services. This might include helpful communication, professional conduct, or clarity
of information.
• Comment – General observations about our work. These may not require a
response, but they help us understand public perspectives.
• Suggestion – Ideas for how we could improve, for example, making a process
simpler, updating a form, or changing how we communicate.
• Expression of dissatisfaction – Feedback expressing disagreement, concern or
dissatisfaction with Inspire Wellbeing Services and how it operates. This may include
dissatisfaction with policies, fees, services, decisions or processes. This type of
feedback may not require investigation. Expressions of dissatisfaction will normally
be handled as feedback rather than as a formal complaint but will be considered to
identify whether changes should be made.
• Complaint – A concern about something we have done or failed to do where it is
alleged that Inspire Wellbeing Services or a staff member has acted incorrectly,
unfairly, unlawfully or failed to follow policies causing confusion, frustration, or
harm. This could relate to communication from Inspire Wellbeing Services, or the
actions of one of our team members. This type of feedback is likely to require
investigation.

This policy explains how you can provide feedback – positive or negative about Inspire
Wellbeing Services. It also explains what you can expect from us when you provide
feedback.

Inspire Wellbeing Services aims to be fair, open, and honest when handling feedback and to learn from it whether positive or negative.

Where complaints occur Inspire Wellbeing Services will try to put things right. Inspire Wellbeing Services is committed to handling feedback proportionately. Not all negative feedback will require investigation, and many issues can be resolved through explanation, clarification or discussion.

We want our feedback process to be clear and accessible to everyone:

• Reasonable adjustments will be made to this process as required.
• Inspire Wellbeing Services will try to explain things clearly and avoid using
complicated language.
• If any information is needed in a different format, send a request to
hello@inspirewellbeingservices.co.uk
• If you need support to provide feedback, you can contact us
hello@inspirewellbeingservices.co.uk

Any individual or organisation who has had contact with Inspire Wellbeing Services may
submit feedback. Where feedback relates to a minor matter such as a short delay in
response, or a small administrative error it may be more appropriate to engage directly with
your main contact. However, a formal report may be made at any time.

Compliments, comments, suggestions, expressions of dissatisfaction or complaints about
Inspire Wellbeing Services team members or processes can be made under this process.

To submit feedback about Inspire Wellbeing Services complete our online feedback form or
send feedback by email to hello@inspirewellbeingservices.co.uk stating feedback in the
subject line. Feedback is also proactively sought after therapy sessions have concluded.

Feedback may be submitted anonymously, but this makes it harder to investigate the
problem and respond. Inspire Wellbeing Services will take all feedback seriously, but in some cases of anonymous complaints there might not be sufficient information to
investigate properly.

Normally feedback should be submitted within three months from the date or interaction it relates to.

Inspire Wellbeing Services will acknowledge feedback within 5 working days. Consideration
will be given to the learning from all compliments.

Inspire Wellbeing Services will use a tiered approach for handling feedback to ensure that
matters are addressed appropriately and proportionately. Feedback will be assessed on
receipt to determine the appropriate level of response, and it may be progressed to any
stage of this process depending on its nature and seriousness.

Stage 1 – Operational response
Feedback will be reviewed and responded to by Therapy Support Services, providing
explanation, clarification or information where appropriate.

Stage 2 – Operational response with consultation
Where feedback raises broader concerns, potential policy implications or reputational
considerations, Therapy support Services may consult with the Project Manager before
responding.

Stage 3 – Formal complaint
Where feedback includes allegations of procedural failure, misconduct or matters
requiring investigation, it will be escalated to the formal complaints process set out in
section 5.0.

Inspire Wellbeing Services will take reasonable steps to ensure that feedback received
outside the usual submission routes is considered appropriately. On receipt of feedback The Project Manager will determine how it is recorded and handled in accordance with
this policy.

Complaints will be acknowledged within 5 working days and assigned to the project
manager to determine whether an investigation is necessary.

Most complaints will be responded to within 20 working days. If more information and
evidence is required or if the complaint is very complicated it might take longer. If it takes
longer than 20 working days, an Inspire Wellbeing Services team member will explain the
reasons for the delay and when a response can be expected.

If a complaint is made about an Inspire Wellbeing Services team member, they will be given the opportunity to respond.

Inspire Wellbeing Services may contact complainants for further information about the
complaint, complainants will have 20 working days to respond. If a complainant cannot
respond in this time, they may contact Inspire Wellbeing Services and request an extension.

It will be at the discretion of the Inspire Wellbeing Services representative whether an
extension request is granted If the complainant does not respond within 20 working days of the request for more information, the process will be continued without the additional
information, and this may affect the outcome.

Inspire Wellbeing Services will explain what has been done in response to a complaint and why. In response to a complaint, Inspire Wellbeing Services may:

• explain what happened;
• apologise;
• review and/or change processes;
• provide further training to team members;
• begin disciplinary procedures;
• inform the police or other relevant bodies.

If a complainant does not agree with the outcome in response to a complaint, they
can appeal within 20 working days. This appeal will be considered by a Director , who
will not have been involved with the original complaint.

At least one of the following reasons must apply to any appeal:

• Inspire Wellbeing Services did not follow its own policies, or meet legal
requirements;
• there is new evidence or information that might have changed Inspire Wellbeing
Services’ decision; or
• the action taken by Inspire Wellbeing Services in response to the complaint was not
appropriate.

Considering the appeal is the last stage of Inspire Wellbeing Services’ feedback process, and the decision is final. Inspire Wellbeing Services will read any further information sent, but unless a new complaint is submitted that is substantially different to the original complaint, there will be no further consideration or appeal.

Inspire Wellbeing Services wants to make it easy for everyone to provide feedback and to
ensure sure they feel safe to do so.

Inspire Wellbeing Services will anonymise feedback where possible. Feedback will be
treated as confidential, and team members will be sensitive to complainant’s difficulties and
needs. All feedback will be managed in line with our privacy policy.

Where safeguarding issues are identified the Safeguarding Team will be notified to consider an appropriate response.

Inspire Wellbeing Services will always take complaints seriously. In rare cases, we may need to limit communication if a person behaves in a way that prevents us from investigating fairly or creates unreasonable demand on our team members. Inspire Wellbeing Services will handle all feedback fairly, but if a complainant acts unreasonably or makes pointless complaints, team members might not be able to help and Inspire Wellbeing Services might
have to take action to stop the continuing submission of complaints.

A complaint might be considered unreasonable when:

• The complainant refuses to provide the information needed to investigate, despite
support.
• The complainant changes the complaint while Inspire Wellbeing Services are
investigating.
• The complainant keeps sending irrelevant information.
• The complainant keeps asking irrelevant questions and insisting that they are all
answered.
• The complainant takes up too much time – for instance sending long emails to a
number of Inspire Wellbeing Services team members often and expecting immediate
responses.
• The complainant refuses to accept a final decision and continues to put forward
complaints or information.
• The complainant sends repeat complaints with small differences.

Consideration will be given to learning from all forms of feedback. Inspire Wellbeing
Services will review all feedback considered under this policy and the outcomes. The team
will consider changes that have already been implemented in response to these and where they feel it is appropriate they may make additional changes to policies and procedures.