Complaints Policy & Procedure
1. OUR COMMITMENT
Wellbeing Lead Academy Ltd is committed to delivering high-quality training, consultancy, and education services.We take complaints seriously and view them as an opportunity to improve our practice.
We aim to resolve all complaints promptly, fairly, and with respect for everyone involved. This policy sets out how to make a complaint, what will happen when you do, and what further steps are available if you remain dissatisfied.
This policy covers two types of complaint:
● Part A: Service Complaints. Concerns about the quality, delivery, or conduct of any Wellbeing Lead Academy service
● Part B: Data Protection Complaints. Concerns about how Wellbeing Lead Academy has handled your personal data (a statutory right under the Data (Use and Access) Act 2025, in force 19 June 2026)
PART A: SERVICE COMPLAINTS
2. WHAT YOU CAN COMPLAIN ABOUT
A service complaint may relate to any aspect of Wellbeing Lead Academy’s services, including:
● The quality or content of a training programme, workshop, or resource
● The conduct or professionalism of a Wellbeing Lead Academy trainer, consultant, or education specialist
● The delivery or outcome of a consultancy or education engagement
● Administrative or communication failures
● Behaviour or conduct of an associate working on behalf of Wellbeing Lead Academy
● Concerns about practice within Wellbeing Lead Academy’s own operations
3. WHO CAN COMPLAIN
A complaint may be made by:
● Any individual who has attended or booked Wellbeing Lead Academy training
● Any individual or organisation receiving Wellbeing Lead Academy consultancy or education services
● An associate working with Wellbeing Lead Academy
● Any person acting on behalf of the above with their written authority
4. HOW TO MAKE A SERVICE COMPLAINT
Complaints can be made:
● By email to: emily@wellbeingleadacademy.uk
● By telephone: Not available; please contact us by email
● Via the complaints form on our website: https://www.wellbeingleadacademy.uk
Please include the following in your complaint:
● Your name and contact details
● The service or event your complaint relates to, and the date
● A clear description of your concern
● What outcome you are seeking
5. SERVICE COMPLAINTS PROCEDURE
| Stage | What Happens | Timescale | Who Handles It |
|---|---|---|---|
| Stage 1: Informal Resolution |
We will acknowledge your complaint and attempt to resolve it informally through direct discussion or clarification. |
Acknowledgement within 3 working days. Resolution within 10 working days. |
Business Support, with support from the CEO where required |
| Stage 2: Formal Investigation |
If the matter is not resolved at Stage 1, or if you request a formal response, we will conduct a full investigation and provide a written response. |
Full written response within 20 working days of the complaint being escalated to Stage 2. |
CEO |
| Stage 3: Review | If you remain dissatisfied with the Stage 2 outcome, you may request a review. The review will be conducted by a person independent of the original investigation. |
Review outcome within 20 working days of the review request. |
Independent reviewer nominated by the CEO |
| External Escalation |
If you remain dissatisfied following Stage 3, you may escalate to an appropriate external body depending on the nature of your complaint (see Section 7). |
External timescales apply. |
Relevant external body, where applicable |
6. OUR RESPONSE COMMITMENTS
● We will acknowledge all complaints within 3 working days of receipt
● We will keep you informed of progress throughout the process
● We will treat all complaints with confidentiality, fairness, and respect
● We will not treat anyone less favourably because they have made a complaint
● We will use complaints to identify learning and improve our services
● Records of all complaints will be retained for 3 years from resolution
7. EXTERNAL ESCALATION: SERVICE COMPLAINTS
If you have exhausted Wellbeing Lead Academy’s internal complaints procedure and remain dissatisfied, you may be able to escalate to an external body depending on the nature of your complaint:
● Concerns about the professional conduct of an individual practitioner: the relevant professional regulatory
or accrediting body for the practitioner’s field
● Consumer rights disputes: the Citizens Advice consumer helpline (0808 223 1133) or Trading Standards
● Disputes about a contract for services: the courts of England and Wales
PART B: DATA PROTECTION COMPLAINTS
8. YOUR RIGHT TO COMPLAIN ABOUT DATA HANDLING
From 19 June 2026, the Data (Use and Access) Act 2025 (DUAA) gives you a statutory right to complain directly to Wellbeing Lead Academy if you believe we have not handled your personal data in accordance with data protection law. This right applies before, and independently of, any complaint to the Information Commissioner’s Office (ICO).
A data protection complaint may relate to:
● How we collected, used, stored, or shared your personal data
● How we responded to a Subject Access Request (SAR)
● How we responded to a request to exercise any of your data protection rights
● A personal data breach that affected you
● Any other concern about Wellbeing Lead Academy’s data protection practices
9. HOW TO MAKE A DATA PROTECTION COMPLAINT
Data protection complaints should be submitted:
● By email to: emily@wellbeingleadacademy.uk
● Via the complaints form on our website: https://www.wellbeingleadacademy.uk
Please include:
● Your name and contact details
● A description of your concern and which personal data or processing activity it relates to
● The outcome you are seeking
10. DATA PROTECTION COMPLAINTS PROCEDURE
| Stage | What Happens | Timescale | Who Handles It |
|---|---|---|---|
| Acknowledgement | We will confirm receipt of your complaint and what will happen next. |
Within 30 days of receipt (statutory requirement under DUAA). |
Business Support |
| Investigation | We will investigate your complaint, make appropriate enquiries, and keep you informed of progress. We may need to contact you for further information. |
We aim to provide a full response within 30 working days. Complex matters may take longer; we will notify you if an extension is needed. |
CEO, supported by Business Support |
| Response | We will provide a written response setting out our findings and any action taken, with clear reasoning. |
Without undue delay following investigation. |
CEO |
| ICO Escalation | If you are dissatisfied with our response, or if we have not responded within a reasonable time, you may escalate to the ICO. |
ICO timescales apply. |
Information Commissioner’s Office (ICO) |
11. ESCALATION TO THE ICO
You have the right to complain to the Information Commissioner’s Office (ICO) at any time, regardless of whether you have raised your concern with us first. However, the ICO generally expects individuals to raise concerns with the organisation in the first instance.
Information Commissioner’s Office
Website: www.ico.org.uk
Telephone: 0303 123 1113
Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
You also have the right to seek a judicial remedy through the courts if you believe Wellbeing Lead Academy has infringed your data protection rights.
PART C: GENERAL PROVISIONS
12. CONFIDENTIALITY
All complaints will be handled with appropriate confidentiality. Information about a complaint will only be shared with those who need to know in order to investigate and resolve it. Where a complaint involves a third party (for example, an associate), that person will be informed of the substance of the complaint as necessary for a fair
investigation.
13. ANONYMOUS COMPLAINTS
We will consider anonymous complaints where it is possible to do so. However, our ability to investigate and respond may be limited if we cannot seek clarification or provide feedback. We encourage complainants to identify themselves where possible.
14. UNREASONABLE OR VEXATIOUS COMPLAINTS
Wellbeing Lead Academy is committed to engaging constructively with all complaints. However, where a complaint is manifestly unfounded, repetitive, or made in a manner that is abusive or threatening, we reserve the right to take a different approach. In such cases, we will:
● Inform the complainant of our decision and the reasons for it
● Continue to consider the substance of any genuine concern raised
● Maintain a record of our decision
15. RECORD KEEPING
All complaints (both service and data protection) will be logged. Records will include the date received, nature of the complaint, steps taken, outcome, and any learning identified. Complaint records are retained for 3 years from the date of resolution, in line with our Data Retention Policy.
16. LEARNING AND IMPROVEMENT
Wellbeing Lead Academy reviews complaints on a regular basis to identify patterns, learning, and opportunities for improvement. A summary of complaint volumes and themes will be reviewed by the Director at least annually. Where a complaint identifies a systemic issue, we will take appropriate steps to address it and, where relevant,
inform affected clients or associates.
17. POLICY REVIEW
This policy will be reviewed annually, or sooner following a significant complaint, a change in legislation, or guidance from a relevant regulatory body. The current version will always be available on our website and provided on request.
18. CONTACT
All complaints should be directed to:
Wellbeing Lead Academy Ltd
Email: emily@wellbeingleadacademy.uk
Website: https://www.wellbeingleadacademy.uk
Last updated: August 2026
