Reporting Concerns

1. Our Commitment

Eudemonics is committed to delivering a high-quality, professional service. We work openly, responsibly, and accountably to build trust and respect with all our clients, stakeholders, and the wider community.

We believe that feedback — whether positive or negative — is essential for improving our services.
We welcome all compliments, feedback, and concerns, and we treat concerns seriously and with care.

We aim to:

  • Make it as easy as possible to give feedback, raise a concern, or make a suggestion.
  • Welcome compliments and feedback as opportunities for learning.
  • Treat concerns as clear expressions of dissatisfaction that require prompt attention.
  • Deal with all concerns promptly, fairly, sensitively, and, where appropriate, confidentially.
  • Respond appropriately — whether by offering an explanation, an apology, or details of actions taken.
  • Learn from concerns and use them to continually improve our services.
  • Review our concerns policy and procedures annually.

We recognise that many concerns can be raised informally and resolved quickly at the point of contact.

Our aims are to:

  • Resolve informal concerns quickly and amicably.
  • Keep matters proportionate and constructive.
  • Encourage mediation where appropriate.

This policy outlines how to raise compliments, feedback, or concerns about Eudemonics’ services, facilities, staff, or associates.

2. Definitions

  • A compliment is an expression of satisfaction with the quality or outcome of a service or interaction.
  • A concern is any expression of dissatisfaction with our services, facilities, staff, or associates, however expressed — whether verbally, in writing, by telephone, by email, or via another communication method.

All Eudemonics staff and associates are trained to recognise concerns, even if the terms “complaint” or “concern” are not explicitly used.

3. Purpose

We value positive feedback and record all compliments formally.
Compliments are acknowledged and passed to the relevant service manager to share with the individuals or teams concerned.

Our concerns process ensures that any dissatisfaction is addressed consistently, fairly, and, where possible, resolved to the satisfaction of all parties.

4. Raising a Concern

The formal concerns procedure is intended to ensure that all concerns are handled fairly, consistently, and sensitively.

Concerns may be raised:

  • Informally in the first instance.
  • Formally if informal resolution is not possible or appropriate.

5. Responsibilities

Eudemonics’ responsibilities:

  • Acknowledge formal concerns in writing.
  • Respond within stated timeframes.
  • Handle concerns reasonably, fairly, and sensitively.
  • Take appropriate actions to resolve issues.

The complainant’s responsibilities:

  • Raise the concern in writing, ideally within eight weeks of the issue arising.
  • Clearly explain the concern and any steps already taken to address it.
  • Allow Eudemonics a reasonable opportunity to investigate and respond.
  • Recognise that some matters may be outside of Eudemonics’ direct control.

6. Confidentiality

All concerns are handled confidentially as far as possible.
However, in some circumstances, maintaining complete confidentiality may not be possible if safeguarding, legal obligations, or the need for fair investigation require otherwise. If confidentiality cannot be maintained, this will be explained to the person raising the concern.

7. Concerns Procedure

Stage 1: Informal Resolution

Where possible, concerns should be raised directly with the staff member or service area concerned.
Most concerns can be resolved informally through discussion.

If informal resolution is not possible or appropriate, the formal concerns procedure should be followed.

Stage 2: Formal Concern

  1. A formal concern may be raised verbally or in writing.
    If made verbally, a written summary will be completed by a manager.
  2. All formal concerns should be passed to a Director at Eudemonics. If the concern relates to a Director, it should be passed to another senior leader.
  3. The concern will be acknowledged in writing within five working days of receipt.
  4. An investigation will be undertaken. Conclusions and any outcomes will be discussed with any involved staff or associates.
  5. A written response will be provided to the complainant within twenty working days of acknowledgment. If more time is required, an interim update will be provided.

Stage 3: Review

If the complainant remains dissatisfied:

  1. The matter will be referred to a senior management review panel.
  2. Further investigation may be conducted if necessary.
  3. A final written decision will be issued within twenty working days of the panel’s review.

The decision of the senior management panel will be final.

8. How to Raise a Concern or Compliment

You may use our online Concerns Form, send an email, or write to us at:

Eudemonics
65-67 Church Street
Sutton In Ashfield
Nottinghamshire, NG17 1FE
United Kingdom

Email: info@eudemonics.net