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Complaints and Compliments Policy

OT4me Ltd – Complaint Procedure

OT4me Ltd is committed to delivering high-quality Occupational Therapy services. We value feedback from all individuals and organisations we work with and take complaints seriously as an opportunity to improve our services. This procedure explains how to raise concerns and how we will address them.

Step 1: Informal Resolution

We encourage you to discuss your concern directly with the individual or team involved. Many issues can be resolved quickly through informal communication, and we aim to resolve matters constructively and respectfully.

If you are unsure who to contact or feel uncomfortable addressing the concern directly, please proceed to Step 2.

Step 2: Submitting a Formal Complaint

If the issue cannot be resolved informally, you may submit a formal complaint in writing. Please include:

  • Your name and contact details
  • A detailed description of the issue or concern
  • Relevant dates, times, and individuals involved
  • Any supporting documentation or evidence

Send your complaint via:

We will acknowledge your complaint within five working days.

Step 3: Investigation

A senior staff member will investigate your complaint. This may involve:

  • Reviewing relevant documents and communications
  • Interviewing staff or individuals involved
  • Requesting additional information from you

We aim to complete investigations within 20 working days. If more time is needed, we will inform you of the delay and provide an updated timeline.

Step 4: Outcome

Once the investigation is complete, you will receive a written response outlining:

  • The findings of the investigation
  • Actions we will take to resolve the issue
  • Measures to prevent similar problems in the future

Corrective actions will be implemented promptly.

Step 5: Appeal

If you are dissatisfied with the outcome, you may appeal in writing within 10 working days of receiving the decision. Send appeals to:

Your appeal will be reviewed by a member of the OT4me leadership team who was not involved in the initial investigation. You will receive a written response within 20 working days.

Step 6: External Review

If you remain dissatisfied after the appeal process, you may refer your complaint to an external body, such as:

  • Health and Care Professions Council (HCPC)
  • Other relevant regulatory organisations

We can advise you on the appropriate body based on the nature of your complaint.

Confidentiality and Data Protection

OT4me Ltd will maintain the confidentiality of all complaints. Personal information will only be shared with those directly involved in the process. We handle all data in accordance with our Privacy Policy, the UK GDPR, and the Data Protection Act 2018.

Contact Us

For any questions or clarifications about our complaint procedure, please get in touch with us at: