Complaints Policy

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We welcome feedback and take all expressions of dissatisfaction seriously, whether informal or formal.

Our commitment

• To make the complaints process clear, respectful and accessible

• To respond promptly

• To use complaints as an opportunity for learning and improvement

• To handle complaints fairly, proportionately and without bias

 

What this policy covers

This policy covers complaints about Diversi Valley: our resources, our training, our licensing, our website, and how we have communicated with you.

Complaints about clinical occupational therapy services are handled under the separate Key To Achieving Therapy Services complaints policy.

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How to complain

Put your concern in writing and email it to office@keytoachieving.co.uk, marking it clearly as a complaint. Tell us what happened, and what outcome you are seeking.

Complaints must be made in writing. This protects both you and us, by ensuring there is a clear and traceable record. If a written submission is not accessible to you, tell us and we will agree an alternative.

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What happens next

• Within 5 working days: we acknowledge your complaint in writing.

• Within 10 to 15 working days of that acknowledgement: we provide a formal written response. If the matter requires more detailed investigation, we will tell you and give you an estimated timescale.

• Within 28 working days: we aim to resolve most complaints. If there is a delay, we will keep you informed.

 

Where appropriate, a complaint may be reviewed by someone not directly involved in the matter, in order to ensure impartiality.

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Possible outcomes

• Acknowledgement of a misunderstanding, error or unmet expectation

• A written apology, or a clarification

• Correction or withdrawal of a resource

• A change to our processes or communication

• A refund or partial refund, where a resource fell below the standard you were entitled to expect

• Where the complaint is not upheld, no further action

 

Scope and boundaries

We are committed to a complaints process that is fair and respectful to everyone involved. To keep it fair, the following boundaries apply.

• The process addresses what we did, what we sold and what we said. It is not a route for therapeutic dialogue, or for resolving matters outside the original transaction.

• We will not engage with retrospective reinterpretation of terms that were clearly set out at the point of purchase.

• Where communication becomes persistently adversarial or abusive, we may move all correspondence to written channels only, pause the dialogue temporarily, or seek third party support. This is in line with our duty to maintain professional boundaries.

 

If you remain dissatisfied

You may escalate your concern to an external body.

• Health and Care Professions Council, for concerns about an occupational therapist's professional conduct or fitness to practise. hcpc-uk.org/concerns

• Information Commissioner's Office, for concerns about how your personal data has been handled. ico.org.uk/make-a-complaint

• Citizens Advice, for consumer disputes about something you have bought. citizensadvice.org.uk

These organisations have defined scopes. We encourage you to read their guidance before making a referral.