Complaints Policy (Trainees)

Effective Date: January 2024
Last Review Date: January 2026

1. Purpose

Overcome is committed to delivering high-quality training and remote mental health coaching services. We welcome feedback and take complaints seriously as part of our commitment to continuous improvement, transparency, and accountability.

2. Scope

This policy applies to:

• Trainees

• Staff, volunteers, and contractors

• External stakeholders

3. What Constitutes a Complaint

A complaint is any expression of dissatisfaction regarding:

• Training delivery or assessment

• Professional conduct

• Organisational processes or decisions

• Any aspect of service provided under the Overcome name

4. How to Raise a Complaint

Trainees

Trainees may raise concerns by:

• Contacting the leadership team directly, or

• Using the “Report an Issue” button on the organisation’s website

Reports submitted via the website are reviewed by the leadership team.

5. Investigation Process

• All complaints are acknowledged within a reasonable timeframe.

• Complaints are reviewed and discussed in management meetings.

• Where necessary, a proportionate investigation will be conducted.

• Relevant parties may be contacted for clarification.

• Outcomes and any actions taken will be communicated appropriately.

Overcome is committed to handling complaints fairly, and confidentially.

6. Outcomes

Outcomes may include:

• Clarification or explanation

• Informal resolution

• Formal corrective action

• Policy or process review

• Additional training or supervision where appropriate

7. Review

This policy is reviewed annually and updated as required to ensure fairness, transparency, and compliance with relevant professional standards.