Last updated: July 2026
Version 2
© Nadine Powrie Consultancy Limited. All rights reserved.
This policy explains how clients, participants and other people affected by our work can raise a concern or make a complaint about the services, conduct or administration of Nadine Powrie Consultancy Limited (the Company). It is intended to provide a clear, fair and proportionate route to resolution.
This policy does not replace the terms of an engagement contract, a commissioning organisation’s procedure or any legal right. Where a contract specifies a different complaints process, that process will take precedence to the extent of any inconsistency.
The policy applies to complaints about coaching, mentoring, consultancy, facilitation, training, mediation, investigations, advisory work, digital products, invoicing and other business administration. It may be used by:
a client or prospective client;
a participant in work commissioned by an employer, school or other organisation;
a parent, carer or other person directly affected by the Company’s work; or
an authorised representative acting on someone’s behalf.
Anonymous complaints will be considered, although anonymity may limit our ability to investigate or provide a response. Complaints relating to mediation will also remain subject to the confidentiality provisions agreed for that mediation.
Accessible and free. There is no charge for making a complaint, and reasonable adjustments will be made where needed.
Prompt and proportionate. We will respond within the timescales below and focus the investigation on the issues raised.
Fair and impartial. No person will decide a complaint about their own conduct where an alternative director or suitable independent reviewer is reasonably available.
Confidential. Information will be shared only with those who need it to consider the complaint, respond or meet a legal or safeguarding duty.
No disadvantage. A person will not receive less favourable treatment because they have raised a concern in good faith.
Focused on learning. Where something has gone wrong, we will consider both an appropriate remedy and any change needed to prevent recurrence.
Many concerns can be resolved quickly through an open conversation. Where appropriate, please raise the matter with Nadine Powrie as soon as possible. We will listen, clarify what has happened and try to agree a practical resolution.
You do not have to use this informal step. A concern may be submitted immediately as a formal complaint, particularly where the matter is serious or an informal discussion would be inappropriate.
Please email npowrie@nadinepowrie.com with the subject line ‘Formal complaint’. If email is not suitable, you may write to the registered office shown in the Contact section or ask us to agree another accessible method.
Please provide, where possible:
your name and preferred contact details;
the service, engagement or event concerned and the relevant date or period;
a clear description of what happened and why you are dissatisfied;
any steps already taken to resolve the matter;
relevant documents or correspondence; and
the outcome you would like us to consider.
Please avoid including unnecessary personal data about other people in an ordinary email. If sensitive material is needed, we will arrange an appropriate secure method for providing it.
Complaints should normally be made within three months of the event or of you becoming aware of the issue. A later complaint may still be considered where there is a reasonable explanation for the delay and a fair investigation remains possible.
We will acknowledge the complaint within three working days.
A director will consider the complaint. Where the complaint concerns that director, the other director or a suitable independent person will review it wherever reasonably possible.
We may ask for clarification, review relevant records and speak to people who can provide information. Everyone involved will be treated fairly and given an appropriate opportunity to respond.
We will normally issue a written outcome within 10 working days of acknowledgement. If the matter is complex or information is delayed, we will explain why, provide an update and set a revised date. We will aim to issue the outcome within 20 working days.
The outcome will state whether the complaint is upheld, partly upheld or not upheld, give reasons so far as confidentiality permits, identify any remedy or improvement action and explain how to request a Stage 2 review.
If you remain dissatisfied, you may request a review within 10 working days of the Stage 1 response. Please explain why you believe:
the procedure was not followed fairly;
the conclusion was not reasonably supported by the available information; or
relevant new information should be considered and could not reasonably have been provided earlier.
The review will be carried out by a director who was not responsible for the original decision or, where appropriate and proportionate, a suitable independent reviewer. It is not normally a complete reinvestigation; it considers whether the Stage 1 process and outcome were fair and reasonable.
We will acknowledge the review request within three working days and normally provide the final internal response within 10 working days. If more time is required, we will explain why and provide a revised date, normally no later than 20 working days.
Depending on the circumstances, a response may include:
an explanation or clarification;
an apology;
correction of an error or record;
re-performance, rescheduling or adjustment of a service where appropriate;
a proportionate refund or credit, subject to the contract and the circumstances;
a change to a process, document, safeguard or way of working; or
no further action, with reasons.
A complaint does not automatically entitle the complainant to a refund or compensation. Nothing in this policy restricts statutory rights or remedies.
Some concerns require a different or immediate response:
Safeguarding. A concern involving a child or adult at risk will be handled under the relevant safeguarding arrangements and may be referred promptly to the commissioning organisation, designated safeguarding lead or appropriate authority. The complaints timetable will not delay protective action.
Personal data. A concern about the use or security of personal data will also be handled under our Privacy Policy and Data Handling and Confidentiality Policy. You may complain to the Information Commissioner’s Office at ico.org.uk, although we would welcome the opportunity to address the matter first.
Immediate danger or suspected crime. Contact the emergency services or police where urgent action is required. The Company may also share necessary information where permitted or required by law.
Commissioned work. Where an employer, school or other organisation commissioned the service, its own complaints, safeguarding or contractual procedure may apply. We will explain the appropriate route and co-operate with it.
Complaint information will be handled in line with data protection law and our Privacy Policy. It will be kept separate from routine service notes where reasonably practicable and accessed only by those who need it. A response may withhold information about another person or confidential third-party material.
We will keep a proportionate record of the complaint, the investigation, correspondence, outcome and actions taken. Records will be retained only for as long as necessary, normally for up to six years after the final response where this is needed for accountability, insurance or the establishment, exercise or defence of legal claims. Information that is no longer required will be securely deleted.
We will not treat a complaint as unreasonable simply because it is persistent, strongly expressed or difficult. However, we may set proportionate limits on contact that is abusive, threatening, discriminatory, harassing, knowingly false or unreasonably repetitive. We will explain any restriction in writing and, where possible, preserve a reasonable route for communicating about the substantive complaint.
Complaints will be reviewed for themes, risks and improvement actions. This policy will be reviewed at least annually and sooner after a significant complaint, change in services or change in relevant law or guidance.
Email: npowrie@nadinepowrie.com
Registered office: The Old Bakery, 90 Camden Road, Tunbridge Wells, Kent, TN1 2QP
Company: Nadine Powrie Consultancy Limited, company number 10279740, registered in England and Wales
Related documents: Privacy Policy; Data Handling and Confidentiality Policy; engagement contract or terms of business
Approved by Nadine Powrie, Director.