Complaints Procedure

JB Reinvent aims to provide its services with care, professionalism, integrity and respect.

We want clients and prospective clients to feel able to raise concerns when something has not met their expectations.

Complaints will be considered fairly, respectfully and without retaliation against a person simply because they have raised a genuine concern.

Where possible, we will aim to resolve concerns promptly and constructively.

A complaint may concern matters including:

• the standard of service you have received;
• professional conduct or boundaries;
• communications;
• administration;
• appointments or scheduling;
• fees or payments;
• cancellation arrangements;
• programme materials;
• confidentiality;
• the handling of personal information;
• accessibility or treatment during your interaction with JB Reinvent; or
• another aspect of your experience with JB Reinvent.

A complaint about the handling of personal information may also engage the separate rights and procedures described in our Privacy Notice.

Where you feel comfortable doing so, you are welcome to raise a concern directly with JB Reinvent first.

Many misunderstandings or service issues can be resolved quickly through discussion.

You are not required to attempt informal resolution before making a formal complaint.

Formal complaints should be sent by email to:

hello@jb-reinvent.com

Please include, where possible:

• your name;
• how we can contact you;
• a clear description of your concern;
• relevant dates or events;
• what you believe went wrong; and
• what outcome you would like us to consider.

Please avoid providing sensitive information that is unnecessary for us to understand and investigate the complaint.

If you require a reasonable adjustment to enable you to make a complaint, please tell us and we will consider how we can assist.

We aim to acknowledge a formal complaint within 5 working days of receiving it.

The acknowledgement will normally confirm that the complaint has been received and explain what will happen next.

We will consider the complaint fairly and proportionately.

Depending upon the circumstances, this may involve:

• reviewing relevant correspondence;
• reviewing client or administrative records;
• reviewing contractual documentation;
• considering the services provided;
• requesting additional information from you;
• considering applicable policies and procedures; and
• obtaining professional advice where appropriate.

We will distinguish, where relevant, between dissatisfaction with an outcome and concerns about the standard or conduct of the service provided.

The fact that a particular personal or professional outcome was not achieved does not by itself mean that the service was defective. However, concerns about how the service was provided will be considered on their merits.

We aim to provide a substantive written response within 20 working days of acknowledging a formal complaint.

If the matter is unusually complex or further information is required, we may need additional time.

Where this happens, we will aim to explain the reason for the delay and provide an updated expected response date.

Depending on the circumstances, a complaint may result in:

• an explanation;
• clarification of what occurred;
• an apology;
• correction of an administrative error;
• changes to future communications or procedures;
• repeating or remedying part of a service where appropriate;
• rescheduling;
• a refund or partial refund where appropriate;
• termination of the client relationship;
• referral to another professional or service where appropriate; or
• no further action where the complaint is not upheld.

The appropriate outcome will depend upon the circumstances, the applicable contract and any statutory rights.

Nothing in this procedure restricts any legal remedy or consumer right available to you.

If you believe that a material issue raised in your complaint has not been properly considered, you may request a review.

A request for review should normally be made within 20 working days of our substantive response and should explain:

• what aspect of the response you believe should be reconsidered; and
• why.

Because JB Reinvent currently operates as a sole-trader practice, it may not always be possible for an internal review to be conducted by a different person.

Where appropriate, independent professional advice may be obtained when reviewing a serious or complex complaint.

Following review, we will provide a final response.

This complaints procedure does not remove or restrict your statutory consumer rights.

Consumers may obtain independent information about their rights from the appropriate consumer-advice service.

In England and Wales, consumer advice is available through Citizens Advice.

Nothing in this procedure prevents you from exercising any legal right or remedy available to you.

If your complaint concerns how we have used or protected your personal information, please contact:

hello@jb-reinvent.com

Our Privacy Notice explains your data-protection rights.

You may also have the right to complain to the:

Information Commissioner's Office (ICO)

if you are dissatisfied with the way your personal information has been handled.

Complaints will be handled as confidentially as reasonably possible.

Information relating to a complaint may be disclosed where reasonably necessary to:

• investigate or respond to the complaint;
• obtain legal, insurance or professional advice;
• comply with legal or regulatory requirements;
• protect legal rights; or
• address a serious safeguarding or safety concern.

Only information reasonably necessary for the relevant purpose should be disclosed.

We may maintain appropriate records of complaints, investigations, responses and outcomes.

Complaint information will be handled in accordance with our Privacy Notice and data-retention arrangements.

We may use lessons from complaints to improve:

• services;
• programme materials;
• communications;
• professional boundaries;
• administration;
• policies and procedures; and
• client experience.

We recognise that someone making a complaint may be frustrated or upset and this will be taken into account.

However, we are not required to accept conduct involving:

• threats or intimidation;
• harassment;
• discriminatory abuse;
• knowingly false or malicious allegations;
• excessive repetitive contact after a matter has been fully considered; or
• other behaviour that makes reasonable handling of the complaint impracticable.

Where necessary, we may establish reasonable boundaries around future communication while continuing to consider any legitimate unresolved issue.

A client or prospective client will not be disadvantaged simply because they have raised a genuine complaint in good faith.

Where an ongoing client relationship becomes inappropriate or unworkable for legitimate professional reasons, any decision concerning continuation of services will be made separately and fairly.

Formal complaints and questions about this procedure should be sent to:

B Hamill trading as JB Reinvent™

Email: hello@jb-reinvent.com