Complaints Policy

The Verity Mountain Ltd
Last updated: 21 June 2026

1. Our Approach

At Verity Mountain, we are committed to providing a professional, respectful, and carefully held environment for every resident and family member who engages with us.

We recognise that, from time to time, concerns may arise. Raising a concern will never affect how someone is treated by our team, and we encourage open, honest communication whenever something feels unclear, disappointing, or unresolved.

Most concerns can be addressed quickly through conversation. Where this is not possible, a formal complaint may be made using the process outlined below.

2. What This Policy Covers

This policy applies to concerns relating to:

• communication with members of the team

• the admissions process

• the residential environment

• professional conduct

• confidentiality or privacy concerns

• administrative matters

• any aspect of the service provided by The Verity Mountain Ltd

This policy does not replace emergency procedures, safeguarding procedures, or legal processes where these are more appropriate.

3. Informal Resolution

Where appropriate, we encourage concerns to be raised informally in the first instance.

Many issues can be resolved quickly through clarification, discussion, or review with a member of the management team.

Where a concern cannot be resolved informally, a formal complaint may be submitted.

4. Submitting a Formal Complaint

Formal complaints should be submitted in writing to:

Email: info@veritymountain.com

Please include:

• your name

• contact details

• a clear description of the concern

• any relevant dates or information

• the outcome you are seeking, where appropriate

5. How Complaints Are Handled

All complaints are treated seriously, fairly, and confidentially.

Upon receipt of a formal complaint:

• acknowledgement will normally be provided within 5 working days

• the concern will be reviewed by the management team

• relevant information may be gathered where necessary

• a written response will normally be provided within 20 working days

Where additional time is required due to the complexity of the matter, the complainant will be informed accordingly.

6. Review and Escalation

If the complainant remains dissatisfied following the initial response, the matter may be reviewed by the Founder & Programme Director.

Where appropriate, independent professional consultation or supervision may be sought to support fairness, accountability, and adherence to professional standards.

Any review will be conducted objectively and with respect for all parties involved.

7. Confidentiality

Complaints are handled with discretion and confidentiality.

Information will only be shared with those directly involved in reviewing and responding to the concern, unless disclosure is required by law or safeguarding responsibilities make disclosure necessary.

8. Learning and Improvement

Complaints are viewed as an opportunity to improve our service.

Where appropriate, feedback may contribute to changes in procedures, communication, training, or operational practice.

9. Contact

For any concerns or complaints relating to Verity Mountain, please contact:

The Verity Mountain Ltd

Email: info@veritymountain.com

Telephone: +44 203 918 1687

We are committed to addressing concerns respectfully, fairly, and professionally.