Terms and Conditions

(The small print)
The policies written below are designed to ensure professional and consistent treatment for our clients and commissioning partners.

Initial Assessment

  • Initial 20-minute enquiries made to Debra Divell/Sensory UK are provided as a courtesy

  • Assessment and report commissions require payment of 50% of the fee after the initial assessment/discovery phase; assessments, interviews and observations completed. Followed by the remaining 50% upon completion of the  written report. BACS (Bank transfer) the report and/or findings will not be released or discussed until payment is received in full.

Invoicing

  • If commission is received via third party instruction, the funding agent must be identified and a purchase order issued before any work can begin. It is the clients’ responsibility to ensure funding is in order

  • Self-funding clients will sign this document as a promissory of payment upon completion of work

  • Payments can be made by cash, cheque, or BACS (bank transfer). Please enquire for further details or advice

  • All payments are due upon receipt of invoice

Payment failure

  • If payment is not received by the agreed date, reports will be withheld.

  • Where payment is via an identified third party, payment is expected within 30 days of date of invoice.

  • If payment is not received within 30 days of invoicing, interest penalty

  • charges of £1 per day will be applied plus an administration fee of £25 per resubmission

  • If payment is still not received after 90 days from the agreed due date, legal action may be taken.

  • In order to expedited the assessment process it is necessary for the assessment tools to be sent back to Sensory UK within 30 days of receipt. A self-addressed pre-paid envelope is included for your convenience. If the assessments are not sent back within 30 days without prior agreement, this will incur an administration fee.

Complaints Procedure

  • At Sensory UK, we are committed to providing high-quality, client-centred occupational and sensory integration assessments, reports and therapeutic input.

  • We pride ourselves on our empathetic and professional delivery of services, but if you ever feel dissatisfied, we would appreciate your feedback and the chance to make things right


    Step 1: Talk to Us  

    If you are unhappy with any aspect of your care or service, please speak to us directly as soon as possible. Most concerns can be resolved quickly and informally

    You can contact us by email at debbie@sensoryuk.com or discuss the issue during a session

    We will always aim to listen respectfully and resolve the matter quickly and fairly

Step 2: Submit a Formal Complaint  
If you are not satisfied with the informal response, or prefer to make a formal complaint, please do so in writing

Please include:  
Your name and contact details  
A clear description of your concern  
The date(s) of the issue
What outcome you would like  
Send your complaint to:   debbie@sensoryuk.com

Your complaint will be reviewed by other team members and discussed during clinical supervision in order to provide a transparent outcome
We will acknowledge receipt of your complaint within 5 working days and aim to respond in full within 20 working days.