Legal
Complaints Policy
We are committed to providing a high-quality service. If something isn't right, we want to know.
Last updated: July 2026
We take all feedback seriously and aim to resolve concerns fairly, promptly and transparently. Raising a complaint will never affect the support a young person receives.
How to raise a complaint
Please contact us in the first instance at jamesesgategreen@neurothrivegroup.co.uk, describing your concern and what you'd like to happen. We will acknowledge your complaint within three working days.
How we handle complaints
- We acknowledge your complaint within three working days.
- We aim to provide a full response within 15 working days.
- If we need longer, we will keep you informed of progress.
- We treat every complaint confidentially and respectfully.
If you're not satisfied
If you are not satisfied with our response, you may ask for the matter to be reviewed. For services commissioned by a school or local authority, you may also raise the matter through that organisation's own complaints procedure. If your complaint relates to how we have handled your personal data, you also have the right to contact the Information Commissioner's Office (ICO) at ico.org.uk.
This page provides general information and is maintained by NeuroThrive Group Ltd. For specific queries, please contact jamesesgategreen@neurothrivegroup.co.uk.