NeuroRocket Complaints Policy: Three-Stage Resolution Steps

Complaints Policy & Procedure

Last updated: March 22nd, 2026

Estimated reading time: 3 minutes

NeuroRocket’s Complaints Policy & Procedure outlines a comprehensive process aimed at providing a supportive, respectful, and high-quality service. The company takes all complaints seriously, aiming to resolve them fairly, promptly, and with care. This policy details how to make a complaint and follows a three-stage resolution process: Informal Resolution, Formal Review, and Final Review.

In case of continued dissatisfaction despite the review process, NeuroRocket CIC offers support for complaints through their Clear View Scheme, which includes an Easy Read version, communication support, or someone to speak on your behalf. They also acknowledge the importance of related policies such as Safeguarding Policy, Data Protection Policy, and Service Agreement Terms.

This policy is applicable to all customers seeking to express dissatisfaction with NeuroRocket’s service and aims to maintain a robust yet compassionate approach in resolving any issues that may arise.

1. Our commitment

At NeuroRocket, we aim to provide a supportive, respectful, and high-quality service. If you are unhappy with any part of your experience, we want to know. Complaints help us understand what’s not working and improve our services.

We take all complaints seriously and aim to resolve them fairly, promptly, and with care.

2. What counts as a complaint?

A complaint is any expression of dissatisfaction about:

The service you received from us
The way you were treated
A decision we made
Delays, communication, or anything that caused frustration or harm

You do not have to use the word “complaint” for us to treat it as one.

3. How to make a complaint

You can complain by:

Emailing: kerry@neurorocket.co.uk
Writing to: Complaints, NeuroRocket CIC, 16 Commerce Square, Nottingham NG1 1HS
Telling your coach, trainer, or main contact directly

We aim to acknowledge your complaint within 3 working days.

4. What happens next

We follow a 3-stage process:

Stage 1 – Informal resolution

We’ll try to resolve the issue quickly through a conversation or written reply. If that’s not possible or you’re still unhappy, we’ll move to Stage 2.

Stage 2 – Formal review

Your complaint will be reviewed by our Managing Director, Kerry Malster, or a senior team member not involved in the issue.
We may contact you for more details.
You’ll receive a full written response within 21 working days (or sooner if possible).

Stage 3 – Final review

If you’re still unhappy, you can request a final review. A different director or independent advisor will look at everything again.

You’ll receive a final written decision within 14 working days.

5. What if I’m still not satisfied?

NeuroRocket CIC is a registered Community Interest Company, not a regulated legal or clinical provider. If you feel your complaint has not been handled fairly, you can:

Seek advice from Citizens Advice (www.citizensadvice.org.uk)
Contact the funder of your service
Raise concerns with the Office of the Regulator of Community Interest Companies (www.gov.uk/government/organisations/office-of-the-regulator-of-community-interest-companies) if it relates to governance or public interest matters

6. Accessibility

If you need support to make a complaint (e.g. Easy Read version, communication support, someone to speak on your behalf), just let us know. We want the process to work for you.

7. Related policies

Depending on the nature of your complaint, you may also want to refer to:

Safeguarding Policy – if your complaint involves safety, wellbeing, or the behaviour of someone in a position of trust
Privacy & Data Protection Policy – if your complaint involves how your information has been handled
Service Agreement Terms – for questions about what we offer, cancellations, or expectations