Complaints Policy
Purpose
NeuroNurtured is committed to providing a high-quality, professional service to children, young people, families, schools and organisations. Feedback is welcomed as it helps ensure services remain effective, respectful and responsive.
If a concern or complaint arises, NeuroNurtured aims to resolve it promptly, fairly and transparently.
Informal Resolution
Most concerns can be resolved quickly through informal discussion.
In the first instance, concerns should be raised directly with:
Helen Cooke, Founder, NeuroNurtured
Concerns can be raised by email (helencooke@neuronurtured.co.uk) or telephone (07736685413). NeuroNurtured will aim to acknowledge concerns within 3 working days and work collaboratively to resolve the issue.
Formal Complaint
If the matter cannot be resolved informally, a formal complaint can be submitted in writing. This should include:
The nature of the complaint
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Relevant dates or details
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Any actions already taken
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The outcome being sought
Complaints should be sent to:
Helen Cooke, NeuroNurtured, 101, Thorpedale Road, London, N4 3BD
A written acknowledgement will be provided within 5 working days.
An investigation will then take place which may include reviewing records, correspondence, and discussing the concern with those involved.
A full written response will normally be provided within 20 working days.
Outcomes
Following investigation, NeuroNurtured may:
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Provide clarification or explanation
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Offer an apology where appropriate
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Identify actions to improve services
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Agree a resolution with the complainant
Further Action
If the complainant remains dissatisfied and the complaint relates to professional conduct as a Speech and Language Therapist, they may choose to contact the professional regulator:
Health and Care Professions Council
or the professional body:
Royal College of Speech and Language Therapists
These organisations have their own processes for reviewing concerns about professional practice.
Date: March 2026
Review: March 2027
