​At Lancashire Dyslexia Specialists, we aim to provide a professional, respectful and accessible service. Feedback is welcomed because it helps us maintain high standards, improve our practice and respond quickly if something has not gone as expected.

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This page explains how you can give feedback, raise a concern or make a formal complaint about any aspect of the service you have received.

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Our commitment​

 

We are committed to:

 

• providing a clear, fair and accessible process for raising feedback, concerns and complaints;

• responding to concerns in a respectful, timely and proportionate way;

• taking all complaints seriously;

• protecting confidentiality, while recognising safeguarding and legal responsibilities;

• making reasonable adjustments where needed;

• using feedback and complaints to improve future practice.

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Where something has gone wrong, we will aim to put it right where possible and use the learning to improve the service provided.

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What is feedback, a concern or a formal complaint?

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Feedback may include positive comments, suggestions for improvement or comments about your experience of our service.

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A concern is something you would like me to look into or put right informally. This may include, for example, a communication issue, delay, misunderstanding, accessibility need or difficulty with the service process.

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A formal complaint is when you are dissatisfied with the service received and would like the matter to be reviewed formally and responded to in writing.

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Where possible, we encourage concerns to be raised early so that they can be addressed quickly. However, you may make a formal complaint from the outset if you feel this is more appropriate.

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Who can raise a concern or complaint?

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A complaint may be made by:

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• a client or learner who has received a service;

• a parent or carer, where appropriate;

• a school, college, university or workplace representative;

• an advocate or representative, with the client’s consent where required;

• or another professional involved in the support process.

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Where the complaint relates to a child, young person or vulnerable adult, we will handle the matter sensitively and in line with safeguarding, confidentiality and data protection responsibilities.

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How to contact us

 

Feedback, concerns or complaints can be submitted by email.

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Email: info@lancashire-dyslexia-specialists.co.uk
Website: Feedback, Concerns and Complaints Form – Fill in form
Business name: Lancashire Dyslexia Specialists

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When contacting us, it is helpful to include:

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• your name and contact details;

• the name of the person who received the service, if different;

• the service the concern relates to;

• a brief description of what happened;

• what outcome or resolution you are seeking;

• and any relevant dates, documents or correspondence.

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If you find it difficult to explain your concern in writing, please let us know so that a reasonable adjustment can be considered.

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Accessibility and reasonable adjustments

 

We understand that written complaints processes can be difficult for some people, particularly where there are literacy, communication, anxiety, disability or neurodivergence-related needs.

 

You can request reasonable adjustments when raising feedback, a concern or complaint. For example, you may request:

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• information in a clearer or more accessible format;

• support to explain your concern verbally;

• extra time to provide information;

• communication by email, telephone or online meeting;

• or involvement of a parent, carer, advocate or support worker, where appropriate.

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We will make reasonable adjustments where possible so that the process is accessible and fair.

 

Stages

 

Stage 1: Informal resolution

 

Where possible, we will try to resolve concerns informally and promptly.

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Informal concerns may include issues such as communication difficulties, delays, uncertainty about the assessment or support process, accessibility needs, or questions about information provided.

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We will usually acknowledge an informal concern within 5 working days and aim to respond within 10 working days.

The response may include clarification, further information, an apology where appropriate, or an agreed action to resolve the issue.

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Stage 2: Formal complaint

 

If the matter cannot be resolved informally, or if you wish to make a formal complaint from the outset, you can submit a formal complaint in writing.

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Formal complaints will usually be acknowledged within 5 working days.

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We will aim to provide a written response within 20 working days of acknowledging the complaint.

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If more time is needed, for example, because the issue is complex or further information is required, we will explain the reason for the delay and provide an updated timeframe.

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What happens after a complaint is received?

 

When a complaint is received, we will:

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• acknowledge the complaint;

• review the information provided;

• consider any relevant records, correspondence or documents;

• ask for clarification if needed;

• consider whether any safeguarding, data protection or external reporting duties apply;

• and provide a written response.

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The written response will usually include:

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• a summary of the complaint;

• what information has been considered;

• the outcome of the review;

• any action that will be taken;

• and any learning or changes to practice, where appropriate.

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Possible outcomes and remedies

 

Where a complaint is upheld, partly upheld, or identifies an area for improvement, possible outcomes may include:

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• an explanation or apology;

• correction of a factual error;

• clarification of information;

• review of a report, record or communication;

• changes to processes, wording or communication methods;

• additional guidance or signposting;

• or another fair and proportionate action depending on the circumstances.

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Remedies will be considered on a case-by-case basis and will be fair, reasonable and proportionate to the issue raised.

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If you have questions about the content of a report or assessment outcome, you are welcome to ask for clarification. If you believe there is a factual error, this will be reviewed. However, professional judgements cannot be changed unless there is clear evidence that information has been misunderstood, omitted or recorded inaccurately.

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Confidentiality and record keeping

 

Complaints will be handled confidentially and respectfully.

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Information will only be shared where necessary to investigate and respond to the issue, meet legal or regulatory duties, protect someone from harm, obtain professional advice, or cooperate with a legitimate review or quality assurance process.

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A record of the complaint, the response and any action taken will be kept securely in line with the privacy policy and data retention procedures.

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Safeguarding concerns

 

If a concern or complaint raises a safeguarding issue, this may need to be handled outside the standard complaints process.

This includes situations where there may be a risk of harm to a child, young person or vulnerable adult.

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In these circumstances, we may need to share relevant information with appropriate safeguarding professionals, the client’s education provider, local authority services, emergency services or another relevant organisation.

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Where possible and appropriate, we will explain when information needs to be shared. However, safeguarding responsibilities may override confidentiality where there is a risk of harm.

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Data protection complaints

 

If your concern relates to how your personal information has been collected, used, stored, shared, retained or deleted, this will be treated as a data protection concern.

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Examples may include concerns about:

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• personal data held by Lancashire Dyslexia Specialists;

• assessment records or reports;

• consent and information sharing;

• data security;

• subject access requests;

• or requests to correct inaccurate personal information.

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You can raise a data protection concern directly using the contact details above.

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If you remain dissatisfied with how your data protection concern has been handled, you have the right to contact the Information Commissioner’s Office.

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DSA/NMH-funded support

 

If your support is funded through Disabled Students’ Allowance or provided as Non-Medical Help support, you can raise concerns directly with Lancashire Dyslexia Specialists using this process.

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Depending on the nature of the concern, you may also be able to raise the matter with your needs assessment centre, funding body, university or relevant DSA/NMH quality assurance route.

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We will cooperate appropriately with any legitimate review, audit or quality assurance process, while maintaining confidentiality and data protection responsibilities.

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Learning from feedback

 

Feedback and complaints are used to support reflection, quality assurance and service improvement.

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Where appropriate, learning from feedback may lead to:

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• improved communication;

• clearer information for clients;

• changes to website wording, forms or service documents;

• adjustments to accessibility arrangements;

• updates to procedures;

• or further professional reflection, supervision or training.

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We take feedback and complaints seriously and will respond in a fair, respectful and proportionate way.

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Last reviewed date

Last reviewed: 05.06.2026
Next review due: 05.06.2027