Complaints Policy
1. Our Commitment
Peak Sleep is committed to delivering high-quality, inclusive training and consultancy services. Nickie Sutton takes all feedback seriously and aims to resolve any concerns quickly, fairly, and respectfully.
This policy explains how to raise a complaint, how Peak Sleep will handle it, and what you can do if you remain dissatisfied.
2. What Is a Complaint?
A complaint is any expression of dissatisfaction (whether written or verbal) about the standard of service, conduct, course content, administration, or any other aspect of Peak Sleep’s work.
Complaints may be raised by:
● Commissioning organisations
● Individual attendees
● Any other person who has been directly affected by Peak Sleep’s services
3. How to Raise a Complaint
Peak Sleep encourages concerns to be raised as early as possible. In many cases, an informal conversation will be sufficient to resolve the matter.
Step 1 — Informal resolution
In the first instance, please contact Nickie Sutton directly to discuss your concern:
● Email: info@peaksleep.co.uk
● Telephone: 07541 477350
Peak Sleep will aim to respond within 3 working days and to resolve the matter informally wherever possible.
Step 2 — Formal complaint
If you are not satisfied with the informal response, or if you prefer to raise a formal complaint from the outset, please submit your complaint in writing to:
info@peaksleep.co.uk with the subject line “Formal Complaint”, or by completing the Peak Sleep Complaints Form, available on request from info@peaksleep.co.uk
Your written complaint should include:
● Your name and contact details
● The name of the commissioning organisation (if applicable)
● The date(s) of the session(s) to which the complaint relates
● A clear description of your concern
● What outcome you are seeking
4. How We Will Handle Your Complaint
On receipt of a formal complaint, Peak Sleep will:
● Acknowledge receipt within 30 days (as required by the Data (Use and Access) Act 2025)
● Investigate the complaint thoroughly and impartially
● Provide a full written response without undue delay following acknowledgement, and in any event within 30 days
● If more time is needed, notify you of the delay and provide an updated timescale
The response will set out Peak Sleep’s findings, any action taken or proposed, and the reasons for the decision.
5. Possible Outcomes and Remedies
Depending on the nature and outcome of the complaint, Peak Sleep may offer one or more of the following:
● An apology and explanation
● A change to how a service is delivered
● A partial or full refund of fees paid (where appropriate and at Peak Sleep’s discretion)
● A replacement or repeat session
● A review of relevant policies or procedures
6. If You Remain Dissatisfied
If you are not satisfied with the outcome of the formal complaints process, you may wish to seek independent advice or escalate the matter.
Options include:
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Trading Standards
For concerns relating to consumer rights or trading practices, contact your local Trading Standards service via the Citizens Advice consumer helpline: 0808 223 1133 or visit citizensadvice.org.uk.
2. Data protection concerns
If your complaint relates to how Peak Sleep has handled your personal data, you must first raise this with Peak Sleep directly (as above).
Under the Data (Use and Access) Act 2025, which came into force on 19 June 2026, individuals are required to raise concerns with the relevant organisation before escalating to the ICO.
If you are dissatisfied with Peak Sleep’s response, or if Peak Sleep fails to acknowledge your complaint within 30 days, you may then complain to the Information Commissioner’s Office (ICO): ico.org.uk | 0303 123 1113.
Legal action
Nothing in this policy affects your statutory rights or your right to take legal action.
7. Confidentiality and Record Keeping
All complaints will be handled confidentially and with respect for all parties involved. Details will only be shared with those who need to be involved in resolving the matter.
A record of all formal complaints and their outcomes will be retained by Peak Sleep for 6 years, in line with our data retention policy. Records are held securely and are not shared with third parties.
8. Unreasonable or Vexatious Complaints
Peak Sleep is committed to treating all complainants fairly and respectfully, and expects the same in return. Peak
Sleep reserves the right to decline to investigate, or to cease investigating, a complaint where:
● The complaint is clearly vexatious, malicious, or has already been fully investigated
● The complainant is abusive, threatening, or uses discriminatory language towards Nickie Sutton
● The same complaint has already been resolved and no new information has been provided
In such cases, Peak Sleep will notify the complainant in writing of the decision to close the complaint.
9. Policy Review
This policy will be reviewed annually by Nickie Sutton and updated as necessary. The current version is available on request from info@peaksleep.co.uk.