The Shires Educational Psychology – Complaints Procedure

1. Purpose of this Procedure

The Shires Educational Psychology Ltd. is committed to providing a high-quality service to children, families, and schools. We take complaints seriously and use them as an opportunity to reflect, learn, and improve our work.

This procedure explains how to raise a concern or complaint and how it will be managed.

2. Informal Resolution

Most concerns can be resolved quickly through informal discussion.

  • Parents/carers or schools are encouraged to raise concerns directly with Dr Jordan Self (Educational Psychologist) as soon as possible.

  • Where appropriate, we will arrange a phone call or meeting to discuss the issue and seek a resolution.

3. Formal Complaint

If a matter cannot be resolved informally, you may make a formal complaint in writing.

Please send your complaint to:
Dr Jordan Self
The Shires Educational Psychology Ltd.
📧 jordan.self@theshires-ep.com

Your written complaint should include:

  • A clear description of the concern.

  • Details of any steps already taken to resolve it.

  • The outcome you are hoping for.

4. Response to Formal Complaints

  • Acknowledgement will be sent within 5 working days of receiving your complaint.

  • A full response will normally be provided within 20 working days. If more time is needed, you will be informed of the reason and a revised timescale.

  • Where appropriate, we may suggest a follow-up meeting or call to discuss the response.

5. Next Steps if Unsatisfied

If you remain unhappy after the response, you may:

  • Raise the matter with the Health and Care Professions Council (HCPC), which regulates the practice of Educational Psychologists.

    • Website: www.hcpc-uk.org

    • Telephone: 0300 500 6184

  • If the complaint relates to data handling, you may also contact the Information Commissioner’s Office (ICO).

6. Record Keeping

  • All complaints (informal and formal) will be recorded securely.

  • Records will be kept in line with the Record Retention & Disposal Policy.

Date of policy: September 2025
Date for review: September 2026