Rehabilitation Workers
Professional Network

The policies and procedures contained within this page of RWPN's website will become operable from December 2021.  Any links in red below are not currently live.

Concerns or Complaints about a registrant Vision Rehabilitation Worker or Habilitation Specialist

Any concerns or complaints about a registrant with RWPN would be subject to our Concerns and Complaints policy. If you would like to raise a concern or complaint about a registrant please read the policy to see if it is something we can deal with and then email members@rwpn.org.uk    Click here to see a flow chart that describes the process for Concerns and Complaints.

If you are a registrant of RWPN and you are aware that you are, or about to become, the subject of a concern or complaint, click here to read our Concerns and Complaints - Guidance for Registrants.

Indicative Resolutions and Sanctions Guidance

In resolving a concern or complaint about a registrant members of our Registration and Professional Standards committee will be guided by our Indicative Resolutions and Sanctions Guidance.

RWPN safeguarding policy

Click here to read our policy.

How to complain about RWPN or any of its representatives

If you feel that we haven’t met the high standards you should expect from us, you have a right to make a complaint. We take all complaints seriously and will listen to you to find a fair and balanced way to seek to put things right.

You can contact us to make a complaint:

  • by telephone - call us on 07395 131735
  • by email to members@rwpn.org.uk
  • in writing to RWPN, 8 Mount Pleasant, Ilkley LS29 8TW
What happens when I’ve made a complaint?

In your complaint, please tell us when the incident(s) occurred, who it was you dealt with and some information about the incident(s).

Our administrator will help you with your complaint and address any issues or concerns you may have.  If you put your complaint in writing to us (by letter or email), we will acknowledge it within five working days of receipt.

Sometimes things can be put right very quickly. If your concerns can be resolved sooner and more informally, we’ll aim to do so. If not, we’ll tell you which member of our management committee will be investigating your complaint. They will respond to you in writing within 20 working days.

If you remain dissatisfied when you receive this response from a member of our management committee, you can ask for your complaint to be reviewed by another member of the committee.  A member of the panel will respond to you within a further 20 working days.  This decision will be final and there is no further right of appeal.


How we’ll put it right

If things have gone wrong, we will:

  • explain what went wrong
  • apologise and tell you how we’re putting things right
  • consider changing our processes or providing further training to prevent the same problem in the future
How long do I have to make a complaint?

Normally, we’d expect you to contact us within a month of you finding out you have reason to complain. We may be able to accept your complaint after this deadline in exceptional circumstances.

What we can’t look into

There are some things we can’t deal with through our service complaints process. Examples are:

  • any decisions relating to the conduct of registrants in the course of their professional practice. Such complaints should be addressed through our Concerns and Complaints process.
  • any attempt to have a previous complaint reconsidered

If your concerns can’t be dealt with under our service complaint policy, we'll contact you and explain the reason why.


This site is operated by the Rehabilitation Workers Professional Network Ltd

Registered in England & Wales no. 9179719

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