Complaints Policy

Complaints Policy

Achieve Happiness

Our Commitment

Achieve Happiness is committed to providing a respectful, safe, and professional service. We recognise that concerns or misunderstandings can arise, and we view complaints as an opportunity to listen, reflect, and improve.

All complaints will be taken seriously and handled with care, fairness, and transparency.

Who This Policy Applies To

This policy applies to:

• Clients engaging in sessions or services

• Participants in training, courses, or programmes

• Users of digital resources or website content

Raising a Concern Informally

If you have a concern about any aspect of our services, we encourage you to raise it as early as possible.

Where appropriate, concerns can often be resolved informally through open and respectful communication. You are welcome to contact Achieve Happiness using the contact details provided on the website to discuss your concern.

Making a Formal Complaint

If a concern cannot be resolved informally, you may make a formal complaint.

A formal complaint should:

• Be made in writing (email or letter)

• Clearly outline the nature of the complaint

• Include any relevant dates, details, or context

Complaints should be sent using the contact details listed on the Achieve Happiness website.

What Happens Next

Once a formal complaint is received:

• We will acknowledge receipt within a reasonable timeframe

• The complaint will be reviewed carefully and impartially

• We may contact you for clarification or further information if needed

• We aim to respond with an outcome within a reasonable period

All complaints are handled respectfully and without judgement.

Outcomes

Possible outcomes may include:

• Clarification or explanation

• An apology where appropriate

• Steps to address or resolve the issue

• Changes to practice where learning is identified

The aim is always resolution, learning, and fairness.

Confidentiality

All complaints will be handled confidentially. Information will only be shared where necessary to investigate and respond appropriately, or where required by law or safeguarding responsibilities.

Safeguarding Concerns

If a complaint raises a safeguarding concern involving a child, young person, or adult at risk, Achieve Happiness has a duty to follow safeguarding procedures. This may involve sharing relevant information with appropriate authorities in line with legal obligations.

External Resolution

If a complaint cannot be resolved directly, or if you remain dissatisfied with the outcome, you may wish to seek independent advice or pursue alternative routes of resolution appropriate to the nature of the concern.

Policy Review

This Complaints Policy is reviewed regularly to ensure it remains clear, effective, and aligned with best practice.