Complaints Policy

Sensory Visionaries Limited | Company No. 10803260 | ICO ZC255618
Registered office: 6 Newbury Walk, Romford, England, RM3 8HD
Contact: contact@sensoryvisionaries.com | www.sensoryvisionaries.com

Last reviewed: 3 October 2026

1. Purpose

We welcome complaints as an opportunity to put matters right and improve our service. Making a complaint will not affect a person’s right to receive fair treatment.

2. How to complain

Email contact@sensoryvisionaries.com with your name, contact details, the service concerned, what happened and what outcome you are seeking. If email is not accessible, ask us for an alternative way to make the complaint.

3. Our process

1. We will acknowledge the complaint as soon as reasonably practicable.
2. We will review relevant records and, where necessary, ask for clarification.
3. We will provide a reasoned response and explain any action we propose.
4. If the complaint identifies a wider service issue, we will consider whether procedures or information should be changed.

4. Fairness

Complaints will be handled respectfully and without discrimination. We may set proportionate boundaries where communications are abusive, threatening or unreasonably repetitive, while ensuring that the substance of a legitimate complaint is considered.

5. Other rights

This process does not remove statutory consumer rights, data protection complaint rights or the right to seek independent legal advice. Data protection concerns may also be raised with the Information Commissioner’s Office.

6. What you can expect from us

We will aim to make the complaints process accessible, proportionate and fair. We will listen to the substance of the concern, keep an appropriate record, consider relevant evidence and explain our response in clear language. Where a complaint concerns the conduct of a person involved in providing a service, we will consider any need to manage conflicts of interest.

7. Timescales and keeping you informed

We will acknowledge complaints as soon as reasonably practicable. The time needed for a full response will depend on the complexity of the issue, the information available and whether another person or organisation must be contacted. If a response is taking longer than reasonably expected, we will aim to explain the position and provide an update rather than leave the complainant without information.

8. Safeguarding, serious risk and professional concerns

If a complaint contains information suggesting abuse, neglect, immediate risk, serious misconduct or another safeguarding concern, it may also be handled under our safeguarding arrangements. Information may need to be shared with an appropriate authority or professional where there is a lawful and proportionate basis to do so. We will not promise absolute confidentiality where that would prevent an appropriate response to serious risk.

9. Records, confidentiality and data protection

Complaint information will be handled in accordance with our Privacy and Data Protection Notice and Data Protection and Information Handling Policy. Access will be limited according to role and need. Records may be retained where necessary for handling the complaint, demonstrating how it was resolved, meeting legal or insurance requirements, or identifying service improvement.

10. Review and external rights

If you remain dissatisfied, you may ask us to review whether the complaint has been addressed appropriately. Nothing in this policy removes any right you may have to seek independent advice, use a statutory complaint route, contact a regulator or professional body where applicable, or pursue a legal remedy. We will not describe an external organisation as having jurisdiction over a matter unless that is actually the case.

11. Learning from complaints

We may use anonymised themes from complaints to improve information, systems, training, service boundaries or customer communication. Complaint trends may be reviewed even where an individual complaint does not identify wrongdoing.