Complaints Policy – BPD Coach
Effective Date: [Insert date]
Responsible Organisation: Personality Disorder CIC
Service Covered: BPD Coach (AI support tool for carers of individuals with BPD)
1. Purpose of This Policy
This policy outlines how users of the BPD Coach platform can raise concerns, complaints, or feedback about the service, and how Personality Disorder CIC will respond.
We are committed to:
- Providing a transparent, respectful, and responsive complaints process
- Learning from user feedback to improve our service
- Ensuring all users feel heard, even if we cannot resolve every issue in the way they prefer
2. What You Can Complain About
We accept complaints about any aspect of BPD Coach, including (but not limited to):
- Inappropriate, inaccurate, or harmful AI-generated content
- Data privacy concerns
- Accessibility issues
- Service unavailability or technical problems
- Payment or subscription errors
- Staff conduct (if applicable in future versions)
- Our handling of a previous complaint
Please note: We do not accept complaints about the advice not “working” or not resolving a mental health problem. BPD Coach is not a therapy or treatment service and cannot guarantee clinical outcomes.
3. Who Can Make a Complaint
- Any registered or guest user of BPD Coach
- A parent, guardian, or advocate raising a concern on a user’s behalf
- An organisation using BPD Coach under licence
Complaints must be made in good faith, with as much detail as possible.
4. How to Make a Complaint
Complaints can be submitted via:
Email: [Insert dedicated complaints or support email]
Subject Line: “Complaint – BPD Coach”
Include:
- Your name and contact details
- A clear description of the issue
- When it happened and what part of the service it relates to
- What resolution or outcome you’re seeking
You can also request an accessible format or alternative contact method if needed.
5. What Happens Next
We aim to respond to all complaints within 10 working days.
- You will receive an acknowledgement within 3 working days
- We will investigate the issue (this may include reviewing logs or AI output)
- You will receive a full response, explanation, and outcome
- If we require more time, we will inform you with a revised timeline
6. Possible Outcomes
Depending on the issue, possible outcomes may include:
- An apology and explanation
- A refund or service credit (if relevant)
- A review or update to AI safety prompts or content
- Escalation to a data protection officer (if the complaint relates to data)
- Refusal of the complaint if it falls outside the scope of the service
7. Appealing a Complaint Outcome
If you are unhappy with our response, you may request a review by a senior team member at Personality Disorder CIC.
Please reply to the original outcome email within 10 working days and include the reason for your appeal.
8. Records and Learning
We log all complaints for internal review and trend monitoring. We regularly analyse complaint data to:
- Improve platform safety
- Identify training needs
- Shape updates to policies and product design
All records are stored securely and in line with our [Privacy Policy].