Complaints Policy

Last updated: 20th March 2024

Brain in Hand Ltd is committed to providing a quality service for its customers and to working in an open, transparent, and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers. Therefore, we will respond to complaints in a sensitive and positive manner and appropriately address any issues that arise.

The purpose of this policy is to:

  • provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
  • publicise the existence of our complaints procedure so that people know how to contact us to make a complaint and know what to expect from us when handling complaints
  • make sure everyone at Brain in Hand knows what to do if a complaint is received
  • make sure all complaints are investigated fairly and in a timely manner
  • make sure that complaints are, wherever possible, resolved and that relationships are repaired
  • make sure we communicate effectively and honestly with complainants throughout the process; and
  • analyse complaints to identify trends, developing action plans to address areas of concern

Brain in Hand Ltd defines a complaint as an expression of dissatisfaction (relating to the company, a member of our team or a service we have provided) that requires a response.

We recognise that many concerns will be raised informally and dealt with quickly. Our aims are to:

  • resolve informal concerns quickly
  • keep matters low-key; and
  • track concerns to ensure any trends are recognised and any learnings we can implement either short or long term.

An informal approach is appropriate when it can be achieved. If concerns cannot be satisfactorily resolved informally, the formal complaints procedure should be followed.

Complaints may come from any individual, volunteer, or organisation who has a legitimate interest in Brain in Hand, including the public if something is perceived to be improper. A complaint can be received verbally, by phone, by email, or in writing.

Written complaints may be sent to Brain in Hand Ltd, Broadwalk House, Southernhay West, Exeter, EX1 1TS or by e-mail at

Verbal complaints may be made by phone to 01392 247909.

This policy does not cover complaints from staff, who should refer to Brain in Hand’s People team on such matters.

Every attempt will be made to ensure that both the complainant and Brain in Hand Ltd maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (each complaint will be assessed on its own merit).

Overall responsibility for this policy and its implementation lies with the CEO of Brain in Hand.

This policy will be reviewed annually and updated as required by the Head of Customer Support.