Version 1.0
Effective: 28 September 2026
Last reviewed: 28 September 2026

AccessWays aims to provide a professional, respectful and reliable Non-Medical Help (NMH) service.

If something goes wrong, students are encouraged to raise the matter with AccessWays. Complaints will be considered fairly, proportionately and on the available evidence.

Making a complaint in good faith will not, by itself, negatively affect a student’s support.

Translations are provided for convenience only. If there is any inconsistency or difference in meaning, the English version shall prevail.

1. Scope

This policy applies to complaints about services provided by AccessWays, including:

• the delivery or administration of NMH support;
• communication or professional conduct;
• accessibility or reasonable adjustments;
• appointments, cancellations or session records;
• invoicing or DSA administration; and
• other matters reasonably connected with an AccessWays service.

A request for information, routine service query or request to correct a simple administrative error does not normally need to be treated as a formal complaint unless the person raising it asks for this or the circumstances reasonably require it.

2. Raising a concern informally

Where appropriate, students are encouraged to raise a concern informally first.

Many issues can be resolved through clarification, correction of an error, discussion of support arrangements or another practical solution.

A student does not have to use the informal stage where the matter is serious or where informal resolution would not be appropriate.

3. Making a formal complaint

Formal complaints should normally be submitted in writing to:

AccessWays
Email: [email protected]

The complaint should, where reasonably possible, explain:

• what happened;
• approximately when it happened;
• the service or session concerned;
• what the student believes went wrong;
• any relevant evidence or correspondence; and
• what outcome they are seeking.

AccessWays will provide reasonable assistance or an alternative accessible method for making a complaint where a student would have difficulty submitting it in writing.

A complaint will not be rejected solely because it is not presented in a particular format.

4. Time for making a complaint

Complaints should normally be raised as soon as reasonably possible and preferably within three months of the matter complained about.

This is not an absolute deadline.

AccessWays may consider an older complaint where there is a reasonable explanation for the delay and the matter can still be investigated fairly.

The passage of time may affect the evidence available and therefore the extent to which AccessWays can reach a reliable conclusion.

5. How AccessWays will consider a complaint

AccessWays will normally:

1. acknowledge the complaint;
2. identify the issues requiring consideration;
3. review relevant information and records;
4. seek clarification or further evidence where reasonably necessary;
5. consider the complaint objectively and proportionately; and
6. provide a written outcome.

Relevant information may include session records, Work or Learning Plans, appointment information, emails, messages, student verification, invoices, system records, applicable policies and other material reasonably relevant to the complaint.

A complaint or allegation will not automatically be treated as established fact merely because it has been made.

AccessWays will consider the available evidence and, where evidence conflicts, will reach a reasonable conclusion based on the information available.

AccessWays may decline to determine a factual allegation where the available evidence is insufficient to reach a reliable conclusion. This does not mean that the person raising the complaint acted dishonestly.

6. Response times

AccessWays aims to acknowledge a formal complaint within 5 working days.

AccessWays aims to provide a substantive response within 20 working days of receiving sufficient information to investigate the complaint.

These are target times rather than guarantees.

A complaint may take longer where it is complex, relevant information is unavailable, input is required from another organisation, there are safeguarding or legal considerations, or other circumstances reasonably prevent completion within the usual period.

Where there is a significant delay, AccessWays will normally inform the complainant and provide an update where reasonably practicable.

7. Possible outcomes

Depending on the circumstances, an outcome may include:

• an explanation or clarification;
• correction of an administrative or factual error;
• an apology where appropriate;
• a change to support arrangements;
• a reasonable service improvement;
• review of a policy, process or record;
• no further action where the complaint is not supported by the available evidence; or
• another proportionate response.

An apology, goodwill action or attempt to resolve a concern does not, by itself, constitute an admission of legal liability or professional misconduct.

AccessWays is not required to provide a remedy that is unlawful, inconsistent with DSA requirements, outside its authority, disproportionate, or unrelated to the matter complained about.

8. Complaints involving DSA or another organisation

Some matters may involve decisions or actions of Student Finance England (SFE), the Student Loans Company (SLC), the Department for Education (DfE), a higher education provider, Needs Assessment Centre or another organisation.

AccessWays will consider the parts of a complaint that relate to its own actions or responsibilities.

AccessWays cannot overturn decisions made by another organisation where it has no authority to do so.

Where appropriate, the student may be directed to the organisation responsible for the relevant matter.

Nothing in this policy prevents a person from raising a concern with DfE, SFE/SLC, their higher education provider, a regulator, professional body or another body where an external route is available to them.

9. Complaints about AccessWays as a small independent provider

AccessWays is an independent provider and may operate without a separate internal complaints department.

Where the complaint concerns the proprietor or the person who delivered the support, it may therefore be necessary for that same person to receive, investigate and respond to the complaint.

AccessWays will nevertheless consider the complaint on its evidence and merits and will keep an appropriate record of the decision and reasons.

Where appropriate because of the seriousness, complexity or potential conflict involved, AccessWays may seek confidential advice from an insurer, legal or professional adviser, relevant professional body or another appropriate independent source.

This does not give an external adviser decision-making authority unless a separate arrangement expressly provides otherwise.

10. Support during a complaint

Where reasonably appropriate, support may continue while a complaint is being considered.

However, making a complaint does not prevent AccessWays from taking action that is independently necessary for:

• student or provider safety;
• safeguarding;
• professional boundaries;
• compliance with DSA or legal requirements;
• funding or entitlement issues;
• serious misconduct;
• conflicts of interest; or
• circumstances in which the support relationship has otherwise become unworkable.

Any decision to pause or end support will be considered under the AccessWays Terms of Support and will not be taken merely because a student has made a complaint in good faith.

11. Abusive, repetitive or unreasonable conduct

AccessWays will not reject or disadvantage a person merely because their complaint is critical, persistent or difficult.

However, AccessWays may set reasonable boundaries on communications where behaviour becomes abusive, threatening, discriminatory, excessively repetitive or otherwise seriously interferes with the fair and proportionate handling of the complaint or provision of the service.

This may include:

• requiring communication through a specified channel;
• limiting repeated correspondence about matters already substantively addressed where no material new information is provided;
• declining to respond further to abusive content while continuing to consider any legitimate complaint issues; or
• taking appropriate action under the AccessWays Terms of Support where there is a genuine safety or professional-boundary concern.

AccessWays will distinguish between unreasonable behaviour and communication differences associated with disability, neurodivergence, distress or accessibility needs and will consider reasonable adjustments where appropriate.

12. Evidence, confidentiality and records

AccessWays will keep appropriate records of formal complaints, evidence considered, correspondence, decisions and actions taken.

Information relating to a complaint will normally be shared only where reasonably necessary to investigate, respond to or manage the matter, comply with DSA or legal obligations, obtain appropriate professional or legal advice, manage insurance, or establish, exercise or defend legal claims.

Records will be handled in accordance with the AccessWays Privacy Notice and applicable data protection requirements.

Submitting a complaint does not require AccessWays to disclose information about another person where disclosure would be inappropriate or unlawful.

13. Data protection complaints

Where a complaint is specifically about AccessWays’ handling of personal information or the exercise of data protection rights, the AccessWays Data Protection Complaints Procedure and applicable data protection law may also apply.

Where appropriate, AccessWays will explain the relevant route.

14. External concerns and investigations

Nothing in this policy prevents a student or another person from using an external complaint or reporting route available to them.

Where AccessWays is contacted by DfE, SLC, a regulator, professional body or another competent authority regarding a concern, AccessWays may provide information and cooperate where required or lawfully appropriate.

AccessWays may retain and rely upon relevant records and evidence in responding to an audit, complaint, investigation, regulatory matter, insurance matter or legal claim.

An external allegation or investigation does not, by itself, establish that AccessWays has acted improperly.

15. Changes to this policy

AccessWays may update this policy where reasonably necessary because of changes to law, DSA requirements, professional requirements or the operation of the service.

The current version and effective date will be made available to students.