Complaints Policy

Effective date: 28 September 2025

1. Our Commitment

At Your ADHD Home, we aim to provide the highest standard of service. We welcome feedback and take all complaints seriously, viewing them as opportunities to improve.

We believe complaints should be handled quickly, fairly, and respectfully.

2. How to Make a Complaint

If you are unhappy with any aspect of our service, please contact us as soon as possible.

You can make a complaint by:
Emailing hello@youradhdhome.co.uk
Or in writing to: Silk Helix Ltd, Elizabeth House, 28 Baddow Road, Chelmsford, CM2 0DG

Please include:

• Your name and contact details
• Details of what happened
• The outcome you would like

3. What Happens Next

1. Acknowledgement: We will acknowledge your complaint within 10 working days.
2. Investigation: We will review the details, speak to anyone involved (if applicable), and gather any necessary information.
3. Response: You will receive a written response within 30 working days. If it takes longer, we’ll let you know and explain why.

We will do our best to resolve your concern and, where appropriate, offer steps to put things right or prevent recurrence.

4. Escalation

If you remain dissatisfied after our response, you may request that your complaint is reviewed by a senior representative (if applicable) or seek independent advice.

If your complaint involves data protection, you have the right to contact the Information Commissioner’s Office (ICO) at www.ico.org.uk.

If your complaint relates to safeguarding or potential harm to a child or vulnerable adult, we may need to share relevant information with the appropriate authorities.

5. Confidentiality

All complaints are handled in line with our Confidentiality and Privacy Policies. Personal information will only be used for investigating and resolving the complaint.

6. Learning and Improvement

We review all complaints to identify patterns or areas for improvement and use this feedback to enhance our service delivery and client experience.