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Compliments, Dissatisfaction & Complaints Handling Process

Pebble Wellbeing strives to exceed expectations but recognises that issues may arise. We are committed to resolving concerns promptly and using feedback to drive lesson learning and continual improvement.

This process outlines how to make a Compliment or Complaint and confirms how we handle your compliments, expressions of dissatisfaction and complaints.

 

COMPLIMENTS

A “Compliment” is when a Client, Customer or Supplier expresses their approval, admiration or respect in relation to the service we have supplied. 

OUR COMPLIMENT PROCESS

We welcome positive feedback. Compliments can be sent to support@pebblewellbeing.com. 

  • Acknowledged within *2 business days 
  • Shared with relevant teams and included in staff appraisals 
  • May be used (with consent) in tenders or on our website; if consent is not given, compliments will be anonymised

 

EXPRESSION OF DISSATISFACTION

An “Expression of Dissatisfaction” occurs when a client, customer, or supplier indicates they were not fully satisfied with our service but does not wish to make a formal complaint. This feedback is typically provided to highlight areas for improvement and prevent similar issues for others, without requesting any additional remedial action.

OUR EXPRESSION OF DISATISFACTION PROCESS

If you do not wish to make a formal complaint but were dissatisfied with our service, email support@pebblewellbeing.com or contact your account manager. 

  • Acknowledged within *2 business days 
  • Investigated internally to identify improvement opportunities 
  • No further updates provided unless you request a formal complaint process

 

COMPLAINTS

A “Complaint” is when a Client, Customer or Supplier has expressed the service we have provided is unsatisfactory or unacceptable. 

OUR COMPLAINT HANDLING PROCESS 

Pebble Wellbeing ensures all complaints are managed promptly, fairly, and transparently: 

  • Logging: Complaints are recorded in the Case Management System (CMS) and central complaints log, capturing complainant details, date, category, reason, and resolution sought. 
  • Acknowledgement: Written confirmation is sent within *2 business days. 
  • Investigation:  Employee/Manager complaints – Investigated by the Senior Case Manager. Employer complaints – Investigated by the Account Manager. Clinical complaints – Led by the Clinical Lead, with support from the Clinical Governance Team if required. Written consent is required to share case details with third parties. 
  • Resolution: Proposed resolution within *10 business days. Final outcome communicated within *20 business days (or revised timeframe if necessary). 
  • Safeguarding: Any safeguarding concerns override the complaints process and are escalated immediately in line with policy. 
  • Escalation: If unresolved, complaints follow the four-stage escalation process. 

 

OUR COMPLAINT HANDLING ESCALATION 

Our Complaint Process has 4 escalation stages; however, complainants are encouraged to begin the process of raising a complaint in the first instance at stage 1. 

In the unlikely event that a complaint is raised, and the complainant is not satisfied by how this is being managed, then the following escalation routes listed under stages 2-4 below can be taken to seek resolution.

STAGE ONE: 

  • Submit your complaint via support@pebblewellbeing.com or by post to: Complaints, Pebble Wellbeing, Brenner House, Rainton Bridge Business Park, Houghton-le-Spring, DH4 5RA.  
  • Employers may contact their Account Manager directly.  
  • Clearly state your intent to raise a complaint and provide details of your experience.  
  • If you do not wish to direct your complaint to your case manager, proceed to Stage 2.  
  • Clinical complaints typically move directly to Stage 2 after acknowledgement.  
  • Representatives may submit complaints on behalf of vulnerable individuals (e.g., young adults, those with mental health difficulties, disabilities, or language barriers).  
  • Please advise if any reasonable adjustments are required (e.g., alternative communication formats). 

 

STAGE TWO – Escalation to Clinical/Operational Lead 

  • If dissatisfied with Stage 1 handling, escalate to the Clinical/Operational Lead by marking correspondence for their attention.  
  • At this stage, the complaint may be reviewed by the Clinical Governance Team.  
  • Acknowledgement: Within *2 business days.  
  • Response: Within *10 business days, or notification provided if more time is required. 

 

STAGE THREE – Escalation to Head of Pebble Wellbeing 

  • If resolution is not achieved at Stage 2, escalate to the Head of Pebble Wellbeing (currently David Elliott) using the same contact details, marked for their attention.  
  • Acknowledgement: Within *2 business days.  
  • Response: Within *10 business days, or notification provided if more time is required. 

 

STAGE FOUR 

  • If you remain dissatisfied after Stages 1–3, request escalation to Stage 4 by emailing support@pebblewellbeing.com.  
  • Pebble Wellbeing will confirm which independent body you can contact, based on the nature of the complaint. Examples include:  
  • EAPA UK (Employee Assistance Professionals Association) 
  • BACP (British Association for Counselling and Psychotherapy) 
  • HCPC (Health & Care Professions Council) 
  • Links and guidance will be provided for independent advice and complaint submission. 

 

OUR COMPLAINT REPORTING AND ANALYSIS 

To drive continual improvement, Pebble Wellbeing: 

  • Tracks all complaints (justified/unjustified) and SLA compliance. 
  • Reports trends by category, outcome, and timeframe for root cause analysis. 
  • Reviews complaints quarterly; recurring issues trigger action plans. 
  • Clinical complaints reviewed monthly by the Clinical Governance Board. 
  • Customer MI shared for transparency and accountability. 

 

 *Business Days are Monday to Friday 8am to 6pm.