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Complaints

Last updated: October 2026

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1. Our commitment to you

Cambridge Independent SEND Service (“CISS-SEND”, “we”, “us”, “our”) is committed to providing a high-quality, supportive and professional service to the families and young people we work with. We recognise that trust is central to advocacy work, and we take any concern or complaint seriously.

CISS-SEND is the trading name of Laura Potter, a sole trader.

This procedure explains how to raise a concern or complaint about our service, what you can expect from us, and how we will respond.

2. Who this applies to

This procedure applies to anyone who uses, or has used, CISS-SEND’s advocacy, peer support, guidance coaching and casework services (including EHCP drafting and review, tribunal bundle preparation and personal budget support, as set out in our Client Service Agreement), including parents, carers, and young people aged 0–25 (or their representatives).

3. What you can complain about

You can raise a concern or complaint about any aspect of our service, including (but not limited to):

  • The quality, accuracy or timeliness of advice or support given

  • Communication, conduct or professionalism

  • How your personal information has been handled

  • Fees or charges

  • Any other aspect of your experience with CISS-SEND

  • The conduct or work of anyone working on CISS-SEND’s behalf, including associates, our virtual assistant, or professionals commissioned for your case (such as Educational Psychologists, Occupational Therapists, Speech and Language Therapists or legal advice from a paralegal or solicitor)

 

Laura Potter remains responsible for all work delivered through CISS-SEND, including work commissioned on our behalf, and will investigate any complaint about them herself.

4. Before making a formal complaint many concerns can be resolved quickly and informally. If you are unhappy about something, we encourage you to raise it with us directly and as soon as possible by phone, email, or in person so we can try to put things right straight away.

Contact: Laura Potter: info@cambridgeindependentsendservice.co.uk 

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5. How to make a formal complaint

If your concern has not been resolved informally, or you would prefer to raise it formally from the outset, you can submit a complaint by:

When making a complaint, please include:

  • Your name and contact details

  • A clear description of your concern, including relevant dates

  • What outcome you are hoping for

  • Any supporting documents or correspondence, where relevant

 

Please raise your complaint as soon as possible, and normally within 6 months of the issue (or of you becoming aware of it). We may still consider a complaint made after this if there is a good reason for the delay.

6. Help and support to make a complaint

We want our complaints process to be accessible to everyone. In particular:

  • You can make a complaint verbally (by phone, video call or in person). Laura will write it up and check it with you before it is looked into, so you can be sure we have understood it correctly ( recordings and transcripts will be) used for accuracy)

  • Someone else, such as a friend, relative or another advocate, can make a complaint on your behalf, with your consent.

  • Young people can make a complaint themselves and can ask someone to support them to do so.

  • We will make reasonable adjustments to how we communicate with you, for example allowing extra time, keeping written responses short and clear, or using your preferred method of contact.

  • This procedure is available in other formats on request.

7. What happens next — our process

We aim to handle every complaint fairly, promptly, and confidentially. As CISS-SEND is run by a sole trader, your complaint will be handled by Laura Potter personally, including complaints about anyone working on our behalf. Our process is as follows:

Stage 1 — Acknowledgement

We will acknowledge receipt of your complaint within 3 working days.

Stage 2 — Investigation

We will look into your complaint thoroughly, which may involve reviewing case notes and correspondence, and speaking with anyone directly involved. We may contact you for further information if needed.

Stage 3 — Response

We aim to provide a full written response within 14 working days of acknowledging your complaint. If we need more time for example, because the matter is complex, we will let you know and explain why.

Our response will set out:

  • Our understanding of your complaint

  • The outcome of our investigation

  • Any action we intend to take as a result

 

Depending on the outcome, action might include an apology, an explanation, correcting or redoing work, changes to how we work. 

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Stage 4 — If you remain unhappy

If you are not satisfied with our response, you can ask for the matter to be reviewed by contacting us within 28 days of receiving our response. Please explain why you feel the outcome was unsatisfactory. As a sole trader, there is no other person within CISS-SEND to escalate to, so this review will usually be carried out by Laura Potter re-examining the case afresh, including all correspondence and any new information you provide, and we will respond in writing within 14 working days of receiving your request for review.

Where appropriate, for example if your complaint is about Laura’s own conduct or judgement, we may instead ask an independent person (such as a fellow SEND advocate or professional with no connection to your case) to carry out or support the review. You are welcome to ask for this. We can also offer mediation at this stage if you feel it would help resolve things.

While your complaint is being considered

Making a complaint will not put your case at risk. Where your case has urgent statutory or tribunal deadlines, we will continue to meet these while your complaint is being looked at.

If we both agree it is best to end the service, we will help you hand over to another provider and return your documents.

8. If you are still not satisfied

As an independent, privately-run service, CISS-SEND is not part of a Local Authority or NHS complaints scheme, and there is no statutory ombudsman for private advocacy services. However:

  • If your complaint relates to how we have handled your personal data, you have the right to contact the Information Commissioner’s Office (ICO) at ico.org.uk or on 0303 123 1113

  • If we cannot resolve your complaint, we will tell you in writing the details of an alternative dispute resolution (ADR) provider and whether we are willing to use it. This does not affect your legal rights, including the right to seek independent advice (for example from the Citizens Advice consumer helpline) or to take a claim to the small claims court.

  • Educational Psychologists, Occupational Therapists and Speech and Language Therapists are registered with the Health and Care Professions Council (HCPC). If you have concerns about the professional conduct or fitness to practise of one of these professionals, you can also raise them with the HCPC at www.hcpc-uk.org.

  • If you believe a child or young person (or an adult with care and support needs) is at risk of harm, this should be raised with the relevant Local Authority children’s or adult safeguarding team or, in an emergency, the police, in addition to any complaint made to us

9. Confidentiality

All complaints are handled confidentially and will only be shared with those who need to know in order to investigate and resolve the matter. Raising a complaint will never affect the quality of support you receive from us.

10. Record keeping

We keep a record of complaints received, how they were handled, and their outcome, in line with our Privacy Policy. This helps us learn and improve our service. Records are kept for 6 years from the date the complaint is closed, then securely deleted. Our ICO registration number is ZC269148.

11. Contact us

If you would like to raise a concern or complaint, please contact:

Laura Potter, trading as Cambridge Independent SEND Service (CISS-SEND)

Email: info@cambridgeindependentsendservice.co.uk

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