Valued Living Ltd Complaints Policy

Last updated: 17th of July 2026

This policy explains how concerns and complaints about Valued Living services will be received, investigated and responded to.

1. Purpose of this policy

Valued Living Ltd aims to provide safe, respectful and high-quality psychological services. We welcome feedback and take concerns and complaints seriously.

This policy is intended to provide a fair, accessible and proportionate process for resolving concerns, learning from complaints and improving our services. Making a complaint will not adversely affect a person’s current or future access to support.

2. Who this policy applies to

This policy applies to complaints about services delivered or coordinated by Valued Living Ltd, including:

Psychological assessment and therapy.
Administrative communication, appointment management and invoicing.
Reports, referral pathways and services provided for organisations, insurers, rehabilitation providers or medico-legal clients.
The conduct of clinicians, employees, contractors or representatives acting on behalf of Valued Living.

Where a service has been commissioned or funded by another organisation, that organisation may also have its own complaints process. We will explain any relevant route and cooperate with the commissioner or referrer where appropriate and lawful.

3. Concerns and formal complaints

A concern is an issue that may be capable of being resolved promptly and informally. A formal complaint is an expression of dissatisfaction that requires investigation and a written response.

People do not need to use particular wording or complete a specific form. We will clarify whether they would like the matter handled informally or as a formal complaint.

4. Who may make a complaint

A complaint may be made by:

A current or former client.
A parent, carer, representative or advocate acting with appropriate authority.
A referring professional, commissioner, solicitor, insurer or organisation receiving a Valued Living service.
Another person directly affected by the matter complained about.

Where a complaint is made on behalf of another person, we may need their consent before discussing confidential information. We may still consider general service concerns where consent is not available, but our response may be limited.

5. How to make a complaint

Complaints can be made verbally or in writing. Written complaints are usually easiest to investigate accurately.

Please contact:

Email: talk@valuedliving.co.uk
Telephone: 01430 411063
Post: Complaints, Valued Living Ltd, Molescroft Surgery, 30 Lockwood Road, Beverley, East Riding of Yorkshire, HU17 9GQ

It is helpful to include:

The name and contact details of the person making the complaint.
The name of the client or service concerned, where different.
What happened, including relevant dates and people involved.
How the matter has affected the person concerned.
What outcome or resolution is being sought.

Reasonable adjustments will be made where required. A person may ask someone to help them make a complaint or communicate with us during the process.

6. Time limit for making a complaint

Complaints should normally be made within 12 months of the event concerned, or within 12 months of the complainant becoming aware of it.

We may consider a complaint outside this period where there is a reasonable explanation for the delay and it remains possible to investigate the matter fairly.

7. Immediate safety or safeguarding concerns

Where a complaint raises an immediate risk of harm, safeguarding concern, serious professional concern or potential criminal matter, Valued Living may take protective action before the complaints investigation is complete.

This may include contacting emergency services, safeguarding services, a commissioner, an employer, a professional regulator or another appropriate authority. Information will only be shared where there is a lawful and proportionate reason to do so.

8. Stage 1: Informal resolution

Where appropriate and agreed, a concern may first be discussed with the clinician or staff member involved, or with a Valued Living director. Many issues can be resolved through clarification, an apology, correction of information or a practical change.

A person may request a formal investigation at any stage. Informal resolution will not be used where the seriousness of the concern requires formal investigation.

9. Stage 2: Formal complaint

Formal complaints will normally be overseen by a Valued Living director who is not directly involved in the matters complained about. Where both directors are involved, an appropriately independent person may be appointed to review the complaint.

We will normally:

Acknowledge the complaint within 3 working days.
Confirm the issues to be investigated and identify any additional information required.
Review relevant records, correspondence, policies and accounts from the people involved.
Provide updates if the investigation is likely to take longer than expected.
Issue a written response within 20 working days where reasonably possible.

Complex complaints may require longer, particularly where information is needed from several people or organisations. If so, we will explain the reason for the delay and provide a revised response date.

10. The complaint response

The written response will normally include:

A summary of the complaint and the matters investigated.
The evidence considered, subject to confidentiality and data protection requirements.
The findings and reasons for them.
An apology where something has gone wrong.
Any action taken or planned to address the concern and reduce the risk of recurrence.
How to request a review if the complainant remains dissatisfied.

We may be unable to disclose confidential information about another person, employment action or certain internal processes. Where this applies, we will explain the limitation as far as possible.

11. Stage 3: Review

If the complainant remains dissatisfied, they may request a review within 20 working days of the formal response. The request should explain which parts of the response are disputed and why.

The review will normally consider whether the complaint was investigated fairly, whether relevant evidence was considered and whether the conclusions and proposed actions were reasonable. It is not automatically a complete reinvestigation of every issue.

Where possible, the review will be completed by a director or independent reviewer who was not responsible for the original decision. A final written response will normally be provided within 20 working days of receiving the review request.

12. External routes

The appropriate external route depends on the service, the clinician’s professional registration and how the service was funded.

After using Valued Living’s complaints process, or sooner where appropriate, a complainant may be able to contact:

The organisation that commissioned, funded or referred the service, such as an insurer, occupational health provider, rehabilitation provider, solicitor or NHS commissioner.
The relevant professional body or regulator where the concern relates to a clinician’s professional conduct or fitness to practise. This may include the HCPC, BABCP, BACP, UKCP, GMC or another applicable body.
The Information Commissioner’s Office where the complaint concerns the handling of personal information and the matter has not been resolved through Valued Living’s data protection process.
The Parliamentary and Health Service Ombudsman where the complaint concerns an eligible NHS-funded service and the applicable NHS complaints process has been completed.

Valued Living will provide details of the most relevant external route where possible. External bodies have their own eligibility rules, time limits and procedures.

13. Complaints about clinical opinions or medico-legal work

A complaint about communication, conduct, delay, factual accuracy or service administration may be considered under this policy.

A difference of professional or clinical opinion is not, by itself, evidence of misconduct or poor service. Where a complaint concerns an expert report, the appropriate route may also include written clarification, an addendum, formal questions through the instructing party or the relevant legal process. Valued Living will not alter an independent clinical or expert opinion solely because a party disagrees with it.

14. Confidentiality and records

Complaints will be handled sensitively and information will be shared only with people who need it to investigate, respond, protect safety or meet legal and professional obligations.

A record of the complaint, investigation, response and actions taken will be retained securely in accordance with Valued Living’s retention arrangements and applicable data protection law.

Information about complaints may be anonymised and reviewed for governance, audit, supervision, training and service improvement purposes.

15. Fairness and conduct during the process

Everyone involved will be treated fairly and given an appropriate opportunity to provide relevant information. Clinicians and staff will be informed of complaints concerning them and supported to respond.

Valued Living will make reasonable efforts to communicate respectfully and resolve complaints. We may set proportionate boundaries where contact becomes abusive, threatening, discriminatory, persistently repetitive or prevents a fair investigation. Any such restriction will not prevent legitimate concerns from being considered.

16. Learning and improvement

Complaints and concerns will be reviewed to identify learning, recurring themes and opportunities to improve clinical practice, communication, administration, policies and training.

Where action is agreed, responsibility and timescales will be recorded and followed up through Valued Living’s governance arrangements.

17. Contact

Questions about this policy or the complaints process should be directed to:

Email: talk@valuedliving.co.uk
Telephone: 01430 411063
Post: Valued Living Ltd, Molescroft Surgery, 30 Lockwood Road, Beverley, East Riding of Yorkshire, HU17 9GQ