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Complaints Procedure: 1. Services complaints

1. Services complaints

Dyslexia Action tries to deliver a professional, caring and courteous service to all our clients at all times.

If you feel we have not lived up to this promise or if you feel we can improve or enhance our existing services we would like to hear from you.

We aim to ensure that:

  • We treat your complaint seriously; 
  • We deal with your complaint promptly and in confidence;
  • We explain what happened and, where required and possible, put it right;
  • We learn from complaints and use them to review and improve our service.

Please note, all complaints regarding our CPD and Graduate Programmes should be submitted in accordance with the guidance laid out in the appropriate Rules and Regulations document.  All other complaints should be made as follows:

Stage One

If you are dissatisfied with the services we have provided, please express this to the person with who you have been dealing with who will try to help.  If you prefer, please speak to a manager (e.g. the principal of the centre) who will also try to assist.  We will endeavour to to resolve all difficulties as quickly and efficiently as possible.

Stage Two

If you are unhappy with the response received and/or would prefer to put your complaint in writing, you can write to or email the Complaints Officer.  We will acknowledge your complaint and then look to investigate it further, endeavouring to provide a written response within ten working days from when we have received your letter or email.

Stage Three

If you consider the response to your written complaint to be unsatisfactory you may ask for this to be reviewed.  In most cases this will be conducted by a director.  The request for this appeal should be made in writing stating the grounds for the original response to be reviewed.  Once again, we will acknowledge your complaint and endeavour to provide a written response within ten working days from when we have received your letter or email.

Stage Four

In exceptional cases, and where you consider the appeal response to be unsatisfactory, you may write to or email our Chief Executive stating the reasons why you are unhappy with this response.  Once again we acknowledge your complaint.  The Chief Executive will review the complaint and look to provide a written response within ten working days from when we have received your letter or email.

Contact Details

For stages two to four of this process, all correspondence should be directed to the Complaints Officer, Dyslexia Action House, 10 High Street, Egham, Surrey, TW20 9EA or by email (complaintsofficer@dyslexiaaction.org.uk).

If you feel unable to make your complaint in writing, please send an email or call the main office with your contact details advising that you wish to make a complaint and somebody will call you back as soon as soon as possible. 

Please note, where it may take longer than ten working days to provide a response, perhaps due to the complexity of the issue or the availaibility of the manager best placed to carry out the investigation, we will write to you advising this and stating a date by which we expect to be able to provide a full written response.