2Manage is committed to providing a professional and reliable service. I value all feedback and take complaints seriously, as they provide an opportunity to put things right and to learn how to improve in the future.

 

How to Make a Complaint

 

If you are dissatisfied with any aspect of my service, please raise your concern as soon as possible. You can make a complaint by emailing lsteer@2manage.org.

 

Please provide as much detail as possible, including:

 

• What the complaint relates to

• Any relevant dates, times, or evidence

• The outcome you would like to see

 

What You Can Expect

 

• Acknowledgement – I will acknowledge your complaint within 5 working days.

• Investigation – I will review your complaint carefully and may contact you for more information.

• Response – You will normally receive a full response within 20 working days. If more time is needed, I will let you know.

• Resolution – My response will outline the outcome, any actions taken, and any changes I will make to improve my service.

 

If You Are Not Satisfied

 

As I operate as a sole trader, I aim to resolve all complaints directly and fairly. However, if you remain dissatisfied, you may seek independent advice or escalate your complaint to the Citizens Advice for consumer guidance.

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Confidentiality

 

All complaints will be handled sensitively and in confidence, in line with 2Manage Data Protection policy. The policy can be viewed on my website.

 

Commitment to Improvement

 

I routinely analyse both feedback and complaints to identify trends, address recurring issues, and enhance the overall quality of my services. I also integrate insights from both positive and negative experiences into the training I deliver to leaders in Health and Social Care through my company, 2Manage Online Training.

 

Effective Date: 21 September 2025
Last Updated: 21 September 2025