Effective Date: January 2026
Next Review: January 2029
Our Commitment
At Flourishing Futures, we are committed to providing high-quality, person-centred occupational therapy services. We welcome feedback, suggestions, and complaints, as they help us improve our services and the experience of our clients.
Raising a concern or complaint will not affect the care or support you receive.
What is a Complaint?
A complaint is any expression of dissatisfaction about our services that cannot be resolved immediately. Complaints should ideally be raised as soon as possible and no later than 12 months after the date of the event that caused concern.
Who Can Make a Complaint?
A complaint can be made by:
- A client
- A family member or carer (with the client’s consent where appropriate)
- Someone acting on behalf of a client
How to Raise a Concern or Complaint
We encourage you to raise any concerns promptly so they can be addressed quickly. You can contact us:
By email: info@flourishingfutures.co.uk
By phone: 01993 776100
By post: Flourishing Futures, Cotswold, 99 Brize Norton Road, Minster Lovell, Oxfordshire, OX29 0SQ
Please include:
- Your name and contact details
- Details of your concern or complaint
- Relevant dates, times, or people involved
- The outcome you are hoping to see (if appropriate)
Informal Resolution
Many issues can be resolved quickly through discussion. We encourage you to raise concerns directly with your therapist (Kerstin Campsall or Georgina Clark) at the earliest opportunity.
Formal Complaint
If your concern is not resolved informally, you may submit a formal complaint in writing via email or post.
How We Handle Complaints
As a small team, complaints are handled carefully and fairly, usually by a director not directly involved, where possible.
- We will acknowledge your complaint within 3 working days
- We aim to provide a written response within 20 working days
- If a full investigation takes longer, we will keep you informed
All complaints are treated confidentially, shared only with those directly involved in the investigation. Records are stored securely and in line with GDPR and our information governance policy.
Your response will explain what we have found and any actions taken or changes made.
If You Remain Unhappy
If you feel your concern has not been resolved, you can request a further review. We will reconsider the issue and respond openly.
Where appropriate, we may also provide information about external sources of advice or support, such as:
- Health and Care Professions Council (HCPC): for complaints about a registered OT’s fitness to practise https://www.hcpc-uk.org/complaints
- Royal College of Occupational Therapists (RCOT): for guidance or standards-related concerns https://www.rcot.co.uk
- Information Commissioner’s Office (ICO): for data protection or privacy complaints https://www.ico.org.uk
Learning from Complaints
All complaints are reviewed to identify lessons learned and opportunities to improve our services and client experience.
Policy Review
This policy is reviewed regularly to ensure it remains effective and relevant.
Last reviewed: January 2026
Next review due: January 2029