Last Revised: December 2024

Complaints Procedure

At Strength Matters, we are committed to providing a professional, respectful, and supportive environment across all our services.

We take all complaints seriously and have developed a transparent process to address concerns promptly and effectively.

Step 1: Reporting a Complaint

If you have a complaint about any aspect of our service, please report it as soon as possible by emailing us at [email protected]. To assist us in resolving the issue efficiently, please include the following in your email:

  • Your name and contact details
  • The name of the individual(s) involved (if applicable)
  • A detailed description of the issue
  • The date, time, and location of the incident (if relevant)

Step 2: Acknowledgement of Complaint

We will acknowledge receipt of your complaint within 24 hours of it being received. This acknowledgement will confirm that your complaint has been logged and outline the next steps in the process.

Step 3: Initial Assessment

Our team will conduct a preliminary assessment of your complaint to determine its validity and urgency. This may involve:

  • Reviewing session records or relevant documentation
  • Speaking with witnesses or other involved parties
  • Contacting you for further clarification if needed

If your complaint requires further investigation, we will move to Step 4.

Step 4: Formal Investigation

If a formal investigation is warranted, the following steps will be undertaken:

  • An investigator will be assigned to your case.
  • Detailed interviews will be conducted with all relevant parties.
  • All evidence, including emails, statements, or other supporting materials, will be reviewed thoroughly.

Step 5: Resolution and Outcome

Once the investigation is complete, a report outlining the findings and recommended actions will be compiled. Possible outcomes may include:

  • Mediation between the parties involved
  • Disciplinary action against any individual(s) where necessary
  • Changes to policies or procedures to prevent similar issues in the future

You will be informed of the resolution within ten business days of the investigation’s conclusion. If the process takes longer, we will provide you with regular updates on the progress of your complaint.

Step 6: Appeals Process

If you are dissatisfied with the outcome, you may appeal the decision. To do so, please email [email protected] within five business days of receiving the resolution. Include the following:

  • Your original complaint reference number
  • An explanation of why you are dissatisfied
  • Any additional evidence or information you believe is relevant

Your appeal will be reviewed by a senior team member who was not involved in the original investigation. The final decision will be communicated within ten business days of your appeal.

Confidentiality

All complaints are handled with the utmost confidentiality. Details of your complaint will only be shared with those directly involved in the investigation and resolution process.

Protection Against Retaliation

We strictly prohibit retaliation against individuals who raise a complaint in good faith. If you believe you have been subjected to retaliation, please notify us immediately, and we will take appropriate action.

Contact Information

For further assistance or enquiries about our complaints procedure, please contact us at [email protected].

At Strength Matters, your feedback is invaluable in helping us uphold the highest standards of service and professionalism. Thank you for working with us to maintain a positive environment.

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