Complaints Procedure
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NDPP Complaints & Feedback Procedure
Version: 4.0
Effective Date: 01 January 2026
Our Commitment
At NDPP, feedback is treated as an important part of responsible systems practice.
Concerns, complaints and critical feedback are approached with:
care
proportionality
transparency
accountability
relational integrity
NDPP recognises that pressure, ambiguity or misunderstanding can emerge within complex professional environments and consultancy relationships.
When concerns arise, our aim is to ensure they are:
heard respectfully
reviewed fairly
handled proportionately
responded to clearly
used constructively to strengthen practice
Our approach reflects the same principles that underpin NDPP’s systems architecture work:
clarity, containment, trust, predictability and responsible interpretation.
NDPP does not treat complaints as disruption to practice.
They are part of maintaining ethical and trustworthy systems.
Scope
This procedure applies to all NDPP services and professional activity, including:
systems architecture consultancy
governance and operating model work
education systems consultancy
digital and AI systems advisory work
professional learning and training
workshops and speaking engagements
EdTech and organisational design support
public-facing NDPP events or professional engagement
This procedure applies to concerns raised by:
clients and commissioning organisations
professional partners or collaborators
training participants or attendees
education providers or operational teams
EdTech organisations
members of the public interacting with NDPP professionally
NDPP does not provide:
therapeutic services
clinical assessment
family advocacy
ongoing casework
diagnostic provision
Concerns relating to services outside NDPP’s scope may be redirected appropriately.
Raising a Concern or Complaint
If something has not met expectations, NDPP encourages concerns to be raised as early as possible so they can be understood and addressed clearly.
Where possible, concerns should ideally be raised within 14 days of the issue arising.
Complaints or concerns should be submitted in writing to:
Email: admin@ndpp.co.uk
Please include:
your name and preferred contact details
the relevant project, service or engagement
a description of the concern
any relevant supporting information
what outcome or resolution you are seeking
If adjustments are required to support accessibility or communication needs, NDPP will make reasonable adjustments wherever possible.
How NDPP Handles Complaints
NDPP follows a structured and proportionate review process.
Step 1 — Acknowledgement
NDPP will acknowledge receipt of the complaint within 3 working days.
This acknowledgement will outline:
confirmation that the concern has been received
the next stage of the process
indicative timelines
Step 2 — Clarification & Understanding
Where appropriate, NDPP may seek further information or clarification to ensure the concern is fully and accurately understood.
This stage may involve:
follow-up questions
review of documentation
clarification of events or expectations
discussion of operational context
The aim is interpretive clarity, not defensiveness.
Step 3 — Review
The concern will normally be reviewed by:
Carla Bowley, Founder & Lead of NDPP
Where the concern relates directly to Carla Bowley, NDPP may appoint:
an independent associate
professional advisor
neutral reviewer
not directly connected to the matter.
Information is handled confidentially and proportionately throughout the process.
Step 4 — Response
NDPP aims to provide a written response within 15 working days of acknowledgement.
The response may include:
summary of the concern reviewed
findings or reflections
clarification where appropriate
actions being taken
learning informing future practice
Where additional time is required due to complexity or availability, NDPP will communicate revised timelines clearly.
Step 5 — Review Request
If the complainant remains dissatisfied, a review may be requested within 7 working days of the response.
Where appropriate, a secondary review may be completed by:
an independent associate
external professional advisor
neutral reviewer
A final response will normally be issued within 10 working days of the review request.
Confidentiality & Data Protection
Complaint-related information is handled confidentially and in accordance with:
UK GDPR
NDPP Privacy Policy
professional confidentiality expectations
Information is used only for:
reviewing the concern
responding appropriately
improving NDPP practice and governance
Records are stored securely and retained only for an appropriate and proportionate period.
Learning & Reflective Practice
NDPP treats feedback and complaints as part of responsible systems learning.
Where appropriate, learning may inform:
governance improvements
communication processes
workflow clarification
operational practice
training refinement
ethical infrastructure development
NDPP’s aim is not simply issue resolution.
It is strengthening trust, clarity and accountability across practice.
Anonymised learning themes may occasionally inform broader reflective or operational improvement work.
Unacceptable Behaviour
NDPP is committed to respectful professional communication.
Aggressive, abusive, discriminatory or threatening behaviour towards NDPP personnel or associates may result in:
restricted communication
termination of engagement
refusal to continue the complaints process where appropriate
This does not affect an individual’s legal rights.
Final Statement
NDPP recognises that raising a concern requires effort, trust and vulnerability.
We aim to respond in ways that are:
respectful
clear
proportionate
accountable
psychologically considerate
Because trustworthy systems are shaped not only by how they operate under stability,
but by how they respond when strain, misunderstanding or disagreement emerges.