How to raise a complaint or concern

We want to hear from you

If you're unhappy with any aspect of the service we've provided — or you have a concern about your child's care — please tell us. Most issues can be resolved quickly with a direct conversation. We take every complaint seriously and use them to improve our practice.

How to contact us

• Email: info@sensphere.co.uk
• Phone: 07388 441837
• Post: Sensphere Ltd, 66 Paul Street, London, England, United Kingdom EC2A 4NA

What happens next

• We'll acknowledge your complaint within 3 working days.
• We'll aim to resolve it within 20 working days. If a complaint is more complex, we'll update you on progress and explain why more time is needed.
• You'll receive a written response setting out what we've found, what we'll change, and what your options are if you remain unhappy.

Escalating outside Sensphere

If you're not satisfied with our response, you can escalate to:

Health and Care Professions Council (HCPC)

For concerns about a registered occupational therapist's fitness to practise.

• HCPC concerns and raising a concern
• Phone: 0300 500 6184

Information Commissioner's Office (ICO)

For concerns about how we've handled your personal data.

• Make a complaint to the ICO

Royal College of Occupational Therapists (RCOT)

For concerns about the professional conduct of an RCOT member.

• rcot.co.uk

Safeguarding concerns

If you have an immediate safeguarding concern about a child's welfare, contact your local authority's children's social care team or call 999 if a child is at immediate risk. You can also contact our designated safeguarding lead at safeguarding@sensphere.co.uk.

Last updated: 15 March 2026