Legal
Complaints Procedure
VCE Consulting is committed to providing a professional, respectful and high-quality service. Feedback is welcomed and, where a client is dissatisfied, VCE Consulting aims to address concerns fairly, promptly and openly.
This procedure explains how to make a complaint, how it will be handled, and the professional routes that may also be available where appropriate. Complaints are dealt with by Victoria Chudleigh-Emson, Registered Dietitian, HCPC registration number DT06731, at info@vceconsulting.co.uk.
Raising a concern informally
Where appropriate, clients are encouraged to raise a concern as soon as possible so that VCE Consulting has an opportunity to understand the issue and, where possible, resolve it promptly. Raising a concern informally does not prevent a client from making a formal complaint.
How to make a formal complaint
Complaints should normally be made in writing by email to info@vceconsulting.co.uk. Please provide as much relevant information as possible, including what happened, when it happened, the nature of the concern and what you would like VCE Consulting to consider or address.
Making a complaint in writing helps to ensure that there is a clear and accurate record of the concerns raised and enables VCE Consulting to investigate and respond appropriately.
If you have difficulty making a complaint in writing because of a disability, communication need or other reason, please contact VCE Consulting. An appropriate alternative way of raising the complaint can be agreed, including discussing concerns by telephone where appropriate. Any complaint received verbally will be documented so that there is an accurate record of the concerns raised.
A family member, carer, advocate or other representative may make a complaint on a client’s behalf with the client’s consent. VCE Consulting may ask for confirmation of that consent before discussing confidential information with the representative.
What happens after a complaint is received
VCE Consulting will acknowledge the complaint and review the concerns raised. Where further information is required, VCE Consulting may contact the complainant for clarification. The complaint will be considered fairly and objectively, and a written response will be provided setting out the outcome and, where appropriate, any action taken or learning identified.
VCE Consulting will aim to deal with complaints as promptly as reasonably possible. If a full response is likely to take longer because further information or investigation is required, the complainant will be kept informed.
Records and confidentiality
Complaints, relevant correspondence and responses will be documented and retained securely and confidentially. Information will be accessed only where appropriate and will be handled in accordance with applicable data-protection requirements and the privacy notice, which explains how personal and sensitive information is collected, used, stored and protected.
Professional concerns relating to dietetic practice
Victoria Chudleigh-Emson is a Registered Dietitian regulated by the Health and Care Professions Council (HCPC), registration number DT06731.
The HCPC is the statutory regulator for registered dietitians and other regulated health and care professionals. It considers concerns that may raise a question about an individual registrant’s fitness to practise or professional standards. It does not act as a general customer-service complaints body and cannot, for example, arrange refunds or compensation.
A person may raise a concern directly with the HCPC where they believe the matter is appropriate for the regulator. It is not necessary for a person to complete this complaints procedure before raising a fitness-to-practise concern with the HCPC. Information and the online route for raising a concern are at hcpc-uk.org/concerns/raising-concerns.
Professional concerns relating to coaching
Victoria Chudleigh-Emson is affiliated with the Association for Coaching and works in accordance with the professional and ethical standards applicable to her coaching practice.
Where a complaint concerns coaching practice and falls within the Association for Coaching’s complaints criteria, a complainant may use the AC complaints procedure. The Association for Coaching currently requires complaints against an AC member or accredited individual or organisation to be made in writing using its Complaints Form. The AC also encourages reasonable attempts to resolve the situation before its formal complaints process is initiated.
The procedure is at associationforcoaching.com, and complaints can be sent to complaints@associationforcoaching.com.
Commitment to learning
VCE Consulting views complaints and feedback as an opportunity to review practice and improve services. Where a complaint identifies learning or an appropriate change to practice, this will be considered and implemented where necessary.
This procedure should be read alongside the privacy notice and the terms of service.
Last updated: 29 September 2026