Educational Psychology Services for Schools' Complaints Policy
Introduction
We are committed to resolving concerns fairly and promptly. This page explains how to raise a complaint and what will happen next. The full Complaints Policy (2026-05-18 Complaints Policy) is available to download — see the
end of this page for the link.
For Schools and Commissioning Organisations
If you have a concern about service quality, assessment outcomes, a report, or the conduct of a member of our team, please follow the process below. Many concerns can be resolved informally at the first stage. Complaints should normally be raised within 12 months of the issue arising. If you are unsure whether your concern is a formal complaint, contact our
Complaints Manager — they will advise you and direct you appropriately.
For Parents and Carers
We understand that concerns about your child's educational psychology assessment or support can feel urgent. You have the right to raise a complaint at any stage, and we will treat it with care and confidentiality. If your concern relates to your child's Education, Health and Care (EHC) plan, you may also have rights under the SEND Code of Practice — please mention this when you get in touch. We can help signpost you to additional support. You may have a friend, family member, or advocate submit a complaint on your behalf. We can also provide information in alternative formats or languages — just ask.
For Young People
If something about our service did not feel right to you — whether it was a session, a report, or how you were treated — you have the right to tell us. We will listen and take your concern seriously. You can ask a parent, carer, teacher, or trusted adult to help you make a complaint if that feels easier. We will never treat you differently because you raised a concern. You can email or write to us — there is no form you have to fill in.
How to get in touch
You can submit a complaint by any of the following methods. Please include:
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Your full name and contact details
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A description of your concern, including relevant dates
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What outcome you are hoping for
Email Contact@EdPsychSchool.com
Acknowledged within 3 working days
Post Complaints Manager
Educational Psychology Services for Schools Ltd
Three Gables, Corner Hall
Hemel Hempstead, Hertfordshire
HP3 9HN
Phone 01442 503 404
Monday to Friday, 9:00am-5:00pm
Ask for Richard Cooper
What Happens Next - The Three Stage Process
Most complaints are resolved at Stage 1 or Stage 2.
STAGE 1 - Informal Resolution
We encourage you to raise your concern directly with the educational psychologist or account manager involved. Many concerns can be resolved quickly through a conversation or explanation.
Timeframe: Response within 5 working days.
STAGE 2 - Formal Investigation
If your concern is not resolved informally, you can submit a formal written complaint to our Complaints Manager. We will acknowledge your complaint in writing within 3 working days, and provide a full written response following a thorough and impartial investigation.
Timeframe: Full written response within 20 working days of acknowledgement.
(If additional time is needed, we will write to you to explain and provide an updated timeframe.)
STAGE 3 - Independent Review Panel
If you remain dissatisfied after Stage 2, you can request a review by an independent panel that includes people external to our organisation. You will have the opportunity to provide written submissions and, if you wish, attend an oral hearing (in person, by video, or by telephone).
Timeframe: Written determination within 30 working days of request.
The Stage 3 determination is the final stage of our internal complaints process. Following this, we will write to you with details of any applicable external escalation routes (see below).
Typical Response Time Frames
Stage 1 - Informal response - within 5 working days
Stage 2 - Written acknowledgement - within 3 working days of receipt
Stage 2 - Full response - within 20 working days
Stage 3 - Review Panel determination - within 30 working days
External Bodies
After completing our internal procedure, you may escalate to an external body depending on the nature of your complaint.
Health and Care Professions Council (HCPC)
www.hcpc-uk.org
For concerns about the professional conduct or fitness to practise of a registered educational psychologist. British Psychological Society (BPS)
www.bps.org.uk
For alleged breaches of the BPS Code of Ethics by a Chartered Psychologist. Information Commissioner's Office (ICO)
www.ico.org.uk | Tel: 0303 123 1113
For concerns about how your personal data was handled or a breach of data protection law. SEND Tribunal (First-tier Tribunal)
www.gov.uk/courts-tribunals/first-tier-tribunal-special-educational-needs-and-disability
For disputes about EHC needs assessments or the contents of an EHC plan.
Full Complaints Policy
Our full Complaints Policy sets out our complete legal framework, detailed procedures, data retention commitments, and version history. It is published in accordance with UK online publication requirements and professional regulation standards (HCPC, BPS).
Download PDF: EPSS_Complaints_Policy
Version 1.0 | May 2026 | Approved by the Board of Directors
Alternative formats (large print, Easy Read, accessible PDF) are available on
request - please contact Contact@EdPsychSchool.com.
Regulatory Standards
This policy has been prepared in accordance with:
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HCPC Standards of Conduct, Performance and Ethics
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BPS Code of Ethics and Conduct
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UK GDPR and Data Protection Act 2018
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Equality Act 2010
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Children Act 1989 and 2004
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SEND Code of Practice 2015
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Consumer Rights Act 2015
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Public Sector Bodies Accessibility Regulations 2018 (best practice)
Educational Psychology Services for Schools Ltd
Registered in England and Wales | Company No. 16323297
Policy reference: Complaints Policy | Version 1.0 | Last reviewed: May 2026