Complaints Procedure
Last updated: June 2026
1. Our Commitment
Bright Path Assessment and Therapy is committed to providing a professional, respectful and high-quality service.
We value feedback and take concerns seriously. If you are unhappy with any aspect of our service, we encourage you to let us know so that we can try to resolve the matter fairly and constructively.
2. Raising a Concern Informally
Many concerns can be resolved quickly through an informal conversation.
If something has not met your expectations, please contact us as soon as possible.
You can contact us by:
Email: info@brightpaththerapy.co.uk
Telephone: 07967 970886
We will listen to your concern and aim to resolve the issue wherever possible.
3. Making a Formal Complaint
If your concern cannot be resolved informally, or if you would prefer to make a formal complaint, please put your complaint in writing by email.
Please include:
your name and contact details;
the name of the client, child or young person the complaint relates to, if applicable;
a clear description of your concern;
relevant dates, appointments or correspondence;
what outcome you are hoping for.
Formal complaints should be sent to:
4. What Happens Next
When we receive a formal complaint, we will aim to:
acknowledge receipt within 3 working days;
review the information provided;
consider any relevant records or correspondence;
ask for further information if needed;
provide a written response within 20 working days.
If the complaint is complex and more time is needed, we will let you know and provide an updated timescale.
5. How Complaints Are Handled
Complaints will be handled respectfully, fairly and confidentially.
We will aim to:
listen carefully to your concerns;
investigate the issue appropriately;
explain our findings clearly;
apologise where appropriate;
identify any learning or improvements that can be made.
Making a complaint will not affect your right to be treated fairly and respectfully.
6. Confidentiality
Information relating to a complaint will be handled confidentially.
It will only be shared with those who need to be involved in reviewing or resolving the complaint, unless there is a legal, safeguarding or professional reason to share information more widely.
Personal information will be handled in accordance with our Privacy Policy.
7. Safeguarding Concerns
If a complaint raises safeguarding concerns, we may need to share relevant information with appropriate agencies.
The welfare of children, young people and vulnerable adults will always be prioritised.
8. If You Remain Dissatisfied
If you remain dissatisfied after receiving our response, you may wish to seek advice from the relevant professional body, regulator, insurer or advisory organisation, depending on the nature of the concern.
If your concern relates specifically to how your personal information has been handled, you also have the right to contact the Information Commissioner’s Office.
9. Feedback and Compliments
We also welcome positive feedback.
Feedback helps us understand what is working well and where we can improve.
10. Contact
For concerns, complaints or feedback, please contact:
Bright Path Assessment and Therapy
Email: info@brightpaththerapy.co.uk
Telephone: 07967 970886