COMPLAINTS & CONCERNS PROCEDURE
Incharge Wellbeing Ltd
Trading as Incharge Wellbeing and Incharge Futures
Last updated: 25 September 2026
1. Our approach
Incharge Wellbeing Ltd is committed to providing professional, respectful, ethical and responsive services.
We work with adults, children and young people, parents and carers, schools, workplaces and other organisations. We recognise that concerns can arise and that people should be able to raise them clearly, safely and without unnecessary difficulty.
We welcome appropriate feedback and take complaints seriously. A complaint can provide an opportunity to understand what has happened, resolve a problem where possible and improve the way we work.
Making a complaint will not result in somebody being treated less favourably or prevent them from accessing our services in the future, subject to any separate concerns relating to safety, professional boundaries, suitability of service or breakdown of the working relationship.
Our approach is to deal with complaints:
respectfully and without defensiveness;
as promptly as reasonably possible;
proportionately to the issue raised;
confidentially and on a need-to-know basis;
fairly to everyone involved;
with particular care where children, young people, safeguarding or sensitive personal information are involved; and
in a way that allows us to learn from legitimate concerns.
2. Who this Procedure applies to
This Procedure may be used by:
an adult client or prospective client;
a child or young person using one of our services;
a parent or carer;
somebody supporting a child or young person;
a school, college or other educational organisation;
an employer or workplace;
another commissioning organisation;
a workshop, programme or event participant;
somebody using our website, resources or communications; or
another person directly affected by a service provided by Incharge Wellbeing Ltd.
It applies, where relevant, to services including Incharge Wellbeing, Incharge Futures, 1:1 work, coaching, hypnotherapy, wellbeing work, Future Compass, Future by Design, educational work, workshops, organisational work and other services provided by Incharge Wellbeing Ltd.
3. What can I complain about?
A complaint may relate to matters such as: the quality or delivery of a service; communication; professional conduct; how a booking or programme was handled; accessibility; reasonable adjustments; administration; information provided to you; privacy or use of personal information; treatment by someone delivering work on behalf of Incharge Wellbeing Ltd; or another aspect of your experience with us.
You do not need to know which policy applies before contacting us.
If your concern is more appropriately dealt with under another policy or legal process, we will explain this and direct it appropriately.
4. A concern does not always have to become a formal complaint
Some problems can be resolved quickly through a conversation or email.
If you feel comfortable doing so, you are welcome to raise an issue informally first.
For example, you might tell us that: something was unclear; you did not receive something you expected; an arrangement is not working for you; you require an adjustment; or something about your experience has made you uncomfortable.
We will try to resolve straightforward concerns promptly.
You do not have to use the informal stage.
You can make a formal complaint immediately, particularly where the matter is serious, sensitive, concerns professional conduct, privacy, safeguarding or you do not feel comfortable raising it informally.
5. How to make a formal complaint
You can make a formal complaint by email or post. If you raise a complaint verbally or through another reasonable communication channel, we will not disregard it simply because of the format. We may ask you to confirm or clarify relevant details so that the complaint can be investigated fairly.
Please contact:
Complaints Lead: Diana Rogerson
Email: contact@inchargewellbeing.com
Incharge Wellbeing Ltd
4th Floor Office 205
Regent Street
London
W1B 4HB
It is helpful to put Formal Complaint in the email subject line, although this is not essential. You do not need to use legal language or a particular form. Where possible, please tell us:
your name and preferred contact details;
what happened;
approximately when it happened;
which service or programme was involved;
what you are concerned about;
any relevant information or documents; and
what you would like us to consider doing to resolve the matter.
Please provide only information that is reasonably relevant to the complaint.
6. Accessibility when making a complaint
We do not want the complaints process itself to create an accessibility barrier.
If you have difficulty making a complaint in writing, please contact us and explain what would help.
Where reasonably possible, we can consider another method of communication or assistance with presenting your concern.
You can also have another person support you in making a complaint.
Please see our Accessibility & Reasonable Adjustments Policy for further information.
7. Complaints from children and young people
A child or young person can raise a concern or complaint directly with us. They do not have to make a complaint through a parent, carer or school. A young person can also choose to have a parent, carer or another trusted person help them make a complaint.
We will try to explain the complaints process in a way that is appropriate to the young person's age, understanding and communication needs. We will take the young person's own views seriously and, where appropriate, ask what they would like to happen.
A young person will not be disadvantaged for raising a concern. Where a complaint is made by a parent, carer or another person on behalf of a young person, we will consider the young person's own views where appropriate.
8. Privacy when a parent or carer complains
A parent or carer may raise a legitimate concern about a service provided to their child. However, making a complaint does not automatically give a parent or carer access to everything a young person has discussed with us.
We will continue to respect the young person's privacy, confidentiality and data-protection rights in accordance with their age, understanding, the nature of the service and applicable law. This means that we may be able to explain: what process was followed; what action we have taken; whether our policies were followed; and the outcome of the complaint without disclosing private session content that it would not be appropriate or lawful to share.
Confidentiality may be overridden where safeguarding, serious risk or another legal obligation requires information to be shared. Please see our Privacy Policy, Safeguarding & Child Protection Policy and Young Person's Privacy & Safety Guide.
9. What happens when we receive a formal complaint?
We aim to acknowledge a formal complaint within 5 working days. The acknowledgement will normally confirm: that the complaint has been received; the main issues we understand you to be raising; whether we need any additional information; how the complaint will be considered; and when you can expect to hear from us.
We may contact you if clarification would help us understand the complaint fairly. We will then review the relevant information. Depending upon the nature of the complaint, this might include: correspondence; booking information; service records; policies; consent or agreement documentation; relevant communications; information provided by another person involved; or other appropriate evidence. Only information that is relevant to investigating and resolving the complaint will normally be considered.
10. Response times
For most formal complaints, we aim to provide a substantive written response within 20 working days of receiving sufficient information to investigate the complaint.
Some matters may take longer, particularly where: several people or organisations are involved; safeguarding procedures apply; external advice is required; relevant people are temporarily unavailable; the complaint is complex; substantial records need to be reviewed; or another legal or regulatory process affects how the matter can be considered.
If we cannot provide a full response within 20 working days, we will normally explain the reason for the delay and provide an updated expected response date. The times above are our internal service standards and do not replace any shorter or different period required by law.
11. How complaints are investigated
We aim to consider complaints fairly rather than beginning with an assumption that either party is right or wrong.
The investigation will normally consider: what happened; what should reasonably have happened; any relevant agreement or policy; the information available at the time; whether appropriate professional boundaries and procedures were followed; and what, if anything, should now change. Where accounts differ, we may not always be able to determine exactly what occurred. In those circumstances, we will explain what we have been able to establish and any action we consider appropriate.
12. Possible outcomes
Depending upon the circumstances, the outcome of a complaint might include: an explanation; clarification of what happened; an acknowledgement that something could have been handled differently; an apology where appropriate; correction of inaccurate information; provision of missing information; an accessibility adjustment; reconsideration of an administrative decision; a refund or other financial remedy where appropriate under our contractual and refund terms; changes to a process, document or policy; changes to how a future service is delivered; further safeguarding action; or no further action where the complaint is not upheld.
Not every complaint will result in the outcome requested by the complainant. Where possible, our response will explain the reasons for our decision.
13. Complaints about Diana Rogerson
Incharge Wellbeing Ltd is a small organisation and Diana Rogerson is its Director, lead practitioner and principal person delivering services. This means that many complaints will necessarily be considered by Diana Rogerson.
Where a complaint concerns Diana personally, this does not prevent the complaint from being made or considered. Where the seriousness or nature of the matter means that an independent perspective would be appropriate, Incharge Wellbeing Ltd may seek advice or arrange for an appropriately independent professional to review relevant aspects of the complaint.
Any external person involved will be given only the information reasonably necessary and will be expected to respect appropriate confidentiality and data-protection requirements. Where a complaint involves a safeguarding allegation, the separate safeguarding arrangements in section 15 apply and the matter will not simply be dealt with as an internal complaint.
14. Complaints involving another practitioner, contractor or organisation
Where another person has delivered work on behalf of Incharge Wellbeing Ltd, we may need to obtain information from that person in order to investigate your complaint.
Where a concern principally relates to another organisation — for example, a school, venue, payment provider or digital platform — we will explain which parts we can investigate and which may need to be raised directly with that organisation.
Where appropriate, we may cooperate with another organisation to resolve the matter while respecting privacy and confidentiality requirements.
15. Safeguarding concerns and allegations
A complaint is not the same as a safeguarding concern.
If information received through a complaint suggests that a child, young person or adult may be at risk of harm, our Safeguarding & Child Protection Policy takes priority. We will not delay necessary safeguarding action in order to complete the ordinary complaints process.
Similarly, an allegation concerning the conduct or suitability of somebody working with children may need to be considered under applicable safeguarding procedures rather than investigated solely as a customer-service complaint. Depending upon the circumstances, this may involve consultation with or referral to an appropriate safeguarding authority, Local Authority Designated Officer or equivalent, children's social care, the police, a commissioning school or organisation, or another appropriate body. Where this occurs, we may need to limit what we can tell a complainant while an external safeguarding process is taking place.
Nothing in this Complaints Procedure prevents somebody from contacting the emergency services or an appropriate safeguarding authority directly if they believe somebody is in immediate danger. This distinction is important because current statutory safeguarding guidance requires organisations working with children to separate ordinary complaints or quality-of-practice concerns from allegations that a person working with children may have harmed a child, committed a relevant offence, posed a risk of harm or may be unsuitable to work with children.
16. Data-protection and privacy complaints
If your complaint concerns how we have collected, used, stored, shared, secured or otherwise handled personal information, we will treat the relevant part as a data-protection complaint.
This includes concerns about: access to personal information; correction or deletion requests; disclosure of information; confidentiality; data security; retention of information; marketing; consent; or the way we have responded to a data-protection rights request. We will follow applicable UK data-protection law in addition to this Procedure.
Our aim to acknowledge complaints within 5 working days is shorter than the statutory maximum applicable to data-protection complaint acknowledgement.
Current UK requirements require organisations to have a process for data-protection complaints, acknowledge such complaints within 30 days, take appropriate steps to investigate them, keep the complainant informed and provide a final response without unnecessary or unjustifiable delay.
You can find more information about our handling of personal information in our Privacy Policy.
17. Complaining to the Information Commissioner's Office
If you remain concerned about the way we have handled your personal information, you have the right to raise the matter with the Information Commissioner's Office (ICO).
The ICO generally recommends giving the organisation concerned an opportunity to deal with the complaint first, although you can approach the ICO directly. Information about making a data-protection complaint is available from the ICO. Raising a complaint with us does not affect your right to contact the ICO.
18. Cancellation and refund issues
A request simply to cancel, postpone or reschedule a service will normally be handled under our Cancellation, Rescheduling & Refund Policy rather than as a complaint.
However, if your concern is that the policy has been applied incorrectly or unfairly, you may use this Complaints Procedure. Making a complaint does not automatically suspend payment obligations, cancellation terms or other contractual obligations unless we agree otherwise.
19. Complaints from schools and organisations
Schools, workplaces and other commissioning organisations can use this Procedure. Where we have entered into a contract or service agreement containing a specific complaints or escalation process, that agreed process may also apply.
Complaints involving a child or young person commissioned through a school or organisation will still be considered with appropriate regard to the young person's privacy, welfare and voice. A commissioning relationship does not automatically entitle an organisation to confidential information about an individual participant. Safeguarding requirements may, however, require information to be shared where appropriate.
20. Requesting a review
If you believe our formal response has not adequately addressed your complaint, you may request a review. Please contact us within 14 calendar days of the formal response and explain briefly: what part of the response you disagree with; why you believe something relevant has been overlooked or incorrectly understood; and what you would like reconsidered.
A review is intended to consider whether: relevant information was overlooked; the complaint process was followed appropriately; the decision was reasonably supported by the information available; or new material information changes the position. It is not normally a complete reinvestigation of every matter already considered.
We aim to provide a final review response within 20 working days, or explain if more time is reasonably required.
21. Independent advice and consumer rights
Nothing in this Procedure removes any legal rights you may have as a consumer. If a consumer dispute cannot be resolved directly with us, you may seek independent advice, including from Citizens Advice Consumer Service in England and Wales.
Alternative Dispute Resolution, such as mediation or arbitration, may also be available in some circumstances. Where we are legally or contractually required to participate in a particular Alternative Dispute Resolution or other dispute-resolution arrangement, we will provide the relevant information in our final response where required.
Current UK consumer legislation requires traders to tell consumers about relevant ADR or other complaint-resolution arrangements in which the trader is required to participate when communicating the outcome of the complaint. Consumers in England and Wales can obtain consumer-rights guidance through Citizens Advice.
22. Anonymous complaints
We will consider anonymous concerns where there is enough information to identify a meaningful issue. However, anonymity may limit our ability to investigate, ask questions, verify information or provide an outcome. Anonymous information indicating a safeguarding or serious safety concern will still be considered under the appropriate safeguarding process.
23. Confidentiality
Complaints are treated as confidential as far as reasonably possible. Information may need to be shared with: the person investigating the complaint; somebody whose actions are the subject of the complaint; an appropriate professional adviser; a relevant commissioning organisation; an insurer or legal adviser; a safeguarding authority; the ICO or another regulator; law enforcement; or another person where disclosure is required or permitted by law.
We will aim to share only information that is reasonably necessary for the relevant purpose. A request that information be kept completely confidential cannot always be honoured where doing so would prevent a fair investigation, create a safeguarding risk or conflict with a legal obligation.
24. Records of complaints
We maintain appropriate records of formal complaints and their outcome. Records may include: the complaint; correspondence; relevant evidence; decisions made; actions taken; safeguarding or regulatory referrals where applicable; and the final outcome.
Complaint records will be stored securely and retained in accordance with our Privacy Policy, legal obligations and legitimate business requirements. Complaint information will not be used for unrelated marketing.
25. Repeated, abusive or unreasonable communications
We recognise that people may be distressed, frustrated or upset when raising a complaint, and this alone will not cause us to restrict a complaint. However, we do not expect anybody involved in the process to accept threatening, abusive, discriminatory or harassing behaviour. We may also decide that no further substantive response is required where: a complaint has completed this Procedure; the same issue is repeatedly raised without materially new information; and a final position has already been clearly explained.
Any decision to limit communication will be proportionate and will not prevent us from responding to genuinely new information, safeguarding concerns, data-protection obligations or other matters that require action.
26. Learning from complaints
Where appropriate, we will consider whether a complaint identifies a wider improvement that should be made. This may include reviewing: policies; written information; consent arrangements; accessibility; safeguarding practice; programme design; booking processes; communication; record keeping; third-party services; or how we explain professional boundaries. Where a complaint reveals a recurring or systemic issue, we will aim to address the underlying issue rather than only the individual case.
27. Relationship with our other policies
Depending upon the issue, this Procedure should be read alongside our:
Terms & Conditions
Privacy Policy
Cookie Policy
Cancellation, Rescheduling & Refund Policy
Safeguarding & Child Protection Policy
Young Person's Privacy & Safety Guide
Accessibility & Reasonable Adjustments Policy
Where an immediate safeguarding obligation conflicts with the ordinary complaints timetable, safeguarding takes priority.
Where a specific legal requirement relating to data protection or another matter applies, that legal requirement also takes priority over an internal timeframe in this Procedure.
28. Contact
Questions, concerns and formal complaints can be sent to:
Complaints Lead: Diana Rogerson
Incharge Wellbeing Ltd
4th Floor Office 205
Regent Street
London
W1B 4HB
Email: contact@inchargewellbeing.com
If you need an adjustment in order to make a complaint, please tell us what would help.
Last updated: 25 September 2026