Complaints Process
As a small nonprofit, we strive to do our absolute best to serve you in the most positive, helpful way possible with all of our services. Of course, we are human, and can mess up at times. This page details what to do if you are unhappy with our services.
Email Us:
Tell us what went wrong and ideally what we can do to make it better. hello@thrivingautistic.org and let us know what you are unhappy with.
Simple complaints:
Email us with your complaint and what you would like us to do about it. For simple errors and easily remedied complaints, we will do our best to resolve them within 14 days and notify you of the action taken.
Complex complaints:
If you have a complex complaint, we may request to meet with you to understand more fully what your experience has been in order to investigate the complaint thoroughly. This meeting will be recorded to ensure accuracy. Data will be stored in compliance with GDPR regulations. In the case that a complaint is complex or there are multiple issues raised, we may request that you agree the exact scope of the complaint in writing. Upon receipt of an agreed complaint statement, we will ideally respond within 30 days, however complex complaints may take longer to investigate.
If we cannot respond within 30 days, we will keep in touch with you and provide regular updates and a target date to issue a response.
Complaints about independent practitioners
All of the practitioners who we list on our website are independent practitioners. Each person has provided proof of police vetting from their country of residence, identification, proof of qualification and proof of practitioners insurance. If you choose to work with one of the practitioners listed on our site, your contract is between you and them. We have ensured that they are who they say they are and that they have qualifications and insurance to practice.
If you have a complaint about your practitioner please contact them directly with your complaint. If you are not satisfied that your complaint has been resolved, you can of course take further action by asking them for their professional association and or insurance complaints details. Please note that there is no legal requirement for some professionals to belong to a professional association (eg coaching). If you are not satisfied with how your complaint has been handled by your practitioner, please do let us know. We will investigate your complaint and respond to you within 30 days or as soon as practicable.
GDPR Complaints
We take your privacy very seriously. If you wish to request a copy of any data we hold on you, please email us hello@thrivingautistic.org and we will provide you with a copy as soon as practicable. Please provide us with a scanned proof of identification and your address along with a signed request for data access so that we can process the request as speedily as possible.