Complaints Procedure
Complaints Procedure
Chloë Hall Speech and Language Therapy aims to provide a professional, respectful and high-quality service. I welcome feedback and take concerns about the service I provide seriously.
If you have a concern
If you are unhappy with any aspect of the service you or your child has received, please contact me in the first instance.
Many concerns can be resolved through discussion, and I will listen to your concerns and try to understand what has happened and what can be done to address them.
If you would prefer to make a formal complaint, please contact me by email at:
Please provide as much information as you feel is relevant, including what has happened and what you would like me to consider.
What happens next?
I will aim to acknowledge a formal complaint within 5 working days.
I will review the concerns you have raised and, where appropriate, any relevant records or correspondence.
I will aim to provide a written response within 20 working days, explaining my findings and any action I propose to take.
If more time is required to investigate your complaint, I will let you know why and when you can expect a response.
If you remain dissatisfied
If we have been unable to resolve your concerns, you may wish to contact the Association of Speech and Language Therapists in Independent Practice (ASLTIP), of which I am a member, for information about what options may be available to you.
I am registered with the Health and Care Professions Council (HCPC), the statutory regulator for Speech and Language Therapists in the UK. Serious concerns relating to a therapist’s professional conduct, competence or fitness to practise may be raised directly with the HCPC.
Raising a concern with the HCPC
Concerns about your personal information
If your concern relates specifically to the way your personal information has been handled, please contact me in the first instance.
You also have the right to raise a data-protection complaint with the Information Commissioner’s Office (ICO).
Confidentiality
Complaints and information relating to them will be treated confidentially and stored appropriately.
Information will only be shared where necessary to investigate or respond to the complaint, meet my professional or legal obligations, or respond to a safeguarding concern.
Last updated: August 2026