Complaints Policy

Version: 1.2

Last Reviewed: January 2026
Next Review Date: January 2027
Responsible Person: Johanna Condon, Director and Clinical Lead

1. Purpose

This policy sets out how clients, families, or professionals can raise concerns or complaints about the services provided by Jo Condon Autism Assessments.

We are committed to handling all complaints fairly, transparently, and promptly, and to using feedback to improve the quality of our services.

2. Scope

This policy applies to:

  • All service users, their parents/carers, and referring professionals.
  • All staff, associates, and contractors representing Jo Condon Autism Assessments.

3. Guiding Principles

  • Accessibility: Everyone has the right to complain without fear of discrimination or reprisal.
  • Confidentiality: Complaints will be handled confidentially.
  • Fairness: Complaints will be investigated impartially.
  • Timeliness: We will respond promptly at each stage of the process.
  • Improvement: Lessons learned will be used to improve practice.

4. How to Make a Complaint

Complaints can be submitted in writing, by email, or verbally to:

Complaints Lead: Jo Condon
Email: Jo@jocondon.co.uk
Phone: 01685668248
Address: Ty Chwarel, Thomas Fields, Rhymney, Caerphilly NP22 5PG

If you need communication support (e.g., written format, alternative language, advocate), please let us know.

5. Complaints Procedure

Stage 1 – Informal Resolution:

Concerns should be raised as soon as possible (ideally within 3 months).

We aim to resolve issues informally within 10 working days.

Stage 2 – Formal Complaint:

If unresolved, a formal written complaint can be made.

You can expect to receive acknowledgement within 5 working days.

We will investigate the matter and provide a written response within 20 working days.

Stage 3 – Review or Escalation:
If the complainant is unsatisfied, you may request a review by the Clinical or Service Director.
If the complaint remains unresolved, it may be escalated to the relevant regulatory body, such as the relevant professional body or the Information Commissioner’s Office, depending on the nature of the complaint.

6. Recording and Monitoring

All complaints are logged, investigated, and outcomes recorded. We aspire to provide a gold standard service to our clients and any upheld complaints will be used to improve and develop the service for the future.

7. Confidentiality

All complaints are handled confidentially in line with GDPR. Information will only be shared with those directly involved in investigating or resolving the complaint.

8. Review

This policy will be reviewed annually or sooner if required by law or service change.

Approved by: Jo Condon
Date Approved: 9th January 2026
Next Review Date: 9th January 2027