How to tell us something has gone wrong, and how we will put it right.
Last updated: 12 October 2026 · Next review: October 2027
We want to hear when things aren't working. Raising a concern will never affect the support you receive. You can complain about any part of our service, including your support worker, how sessions are arranged, invoices or timesheets, or how we've handled your information.
If you feel able to, mention it to your support worker or email us. Many things can be sorted quickly this way. You don't have to do this first if you'd rather not.
Email nmh@neurodivergentminds.com with "Complaint" in the subject line, or write to us at 47 Bengal Street, Ancoats, Manchester, M4 6BB. Tell us what happened, when, and what you'd like us to do. If writing is hard, we can take your complaint by phone or video call and write it up for you to check. Someone else (a friend, family member, or your university disability service) can complain on your behalf with your permission.
| What we do | When |
|---|---|
| Acknowledge your complaint | Within 3 working days |
| Investigate and send a full written response | Within 15 working days. If it will take longer, we'll tell you why and when to expect it. |
Neurodivergent Minds is run by a sole trader, so most complaints will be about the owner's own work. Because of that, any formal complaint can be passed to our independent reviewer if you ask. The reviewer is an experienced professional colleague from outside Neurodivergent Minds. Their name is kept on file and given to DfE or Student Finance England on request.
You can ask for your complaint to be reviewed by our independent reviewer. They will look at it afresh and respond within 15 working days. We will share only the information they need to review the complaint, and only with your consent. You can also contact:
We keep a record of every complaint and its outcome, review complaints at least once a year to improve our service, and keep complaint records confidential. We will share them with DfE or Student Finance England if they ask during an audit.
Email nmh@neurodivergentminds.com. You can ask for this policy in another format (large print, plain text, or read through together in a session).
