ANA Feedback Policy

​​​​​Purpose
The Applied Neuroscience Association (ANA) is committed to continuous improvement and transparency. This policy defines what constitutes a complaint, outlines how ANA handles feedback and complaints, and explains the process for submitting feedback.

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ANA strives to uphold its Ethical Charter and values feedback as an important mechanism for improving governance, systems, services, conduct and community wellbeing.

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Scope
This policy applies to complaints related to:

1. Non-compliance within ANA Systems and Services:-

   • Specifically concerning membership processes and service delivery. 

2. Non-compliance with the ANA Ethical Charter:-

   • Allegations of breaches in ethical guidelines,  as outlined in the ANA Ethical Charter​

What is a Complaint?

A complaint is an expression of feedback, including concern and dissatisfaction, that falls within the scope of this policy and seeks assessment by ANA.

How to Make a Complaint

To submit a complaint:

• Email info@appliedneuroscienceassociation.com with the subject line: “Complaint.”

• Provide clear details of the feedback/complaint and include any relevant materials and evidence.

Complaints Process

1. Acknowledgement:

   • ANA will acknowledge receipt of the complaint via email within 5–10 days.

   • The acknowledgement will include the name of the person handling the complaint and a request for additional details, if necessary.

2. Record Keeping:

   • The complaint will be logged in the ANA Feedback Register on the day it is received.

3. Initial Investigation:​

   • ANA will review the available information and circumstances, with the aim of resolving matters fairly, proportionately and informally where appropriate.

   • Where a complaint involves an individual with a potential conflict of interest, ANA may reassign handling of the matter or seek independent input where reasonably appropriate.

4. Meeting (if required):

   • If necessary, ANA will invite the complainant to a digital meeting during the initial investigation to discuss in an early step to resolving matters. 

5. Response:

   • If a meeting is not feasible, ANA will provide a written response with proposed resolutions within the 10 days of completing the initial investigation.

6. Escalation:

   • If dissatisfied, the complainant has 10-days to request a secondary investigation after receiving the initial response, explaining their concerns and desired resolution.

7. Secondary Investigation:

   • If a secondary investigation is deemed necessary, ANA will repeat steps 1–5 of the complaints process.

Remedies

ANA commits to:

• Understanding the circumstances of the complaint.

• Taking appropriate and proportionate actions in best endeavours to resolve the complaint.

• Learning from the complaint for any improvements to policy and practice.

Confidentiality

ANA handles complaints confidentially and in accordance with applicable UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Unacceptable Complaints and Behaviours

ANA expects all interactions to be respectful and in line with the Ethical Charter. Repetitive or vexatious complaints, as defined below, may result in restricted communication or suspension/removal from the ANA Member Register.

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Definition of Repetitive or Vexatious Complaints

Complaints may be classified as repetitive or vexatious if they meet one or more of the following criteria:

1. Harassment or Abusive Conduct:

   • Use of coercion, abusive language, or threatening/intimidating behaviour. Examples include repeated hostile emails, or aggressive interactions.

2. Damage to Reputation:

   • Knowingly make false, malicious, defamatory and or bad-faith actions intended primarily to damage ANA, its members or volunteers, rather than resolve legitimate concerns.

3. Unfounded Demands:

   • Unjustified or disproven claims for compensation or other demands deemed baseless following investigation.

4. Repeated Complaints Without Merit:

   • Resubmitting the same or similar complaints after a thorough investigation has concluded, without presenting new evidence or information.

5. Disproportionate Demands:

   • Complaints that place an excessive burden on ANA’s time or resources relative to their merit.

Response to Vexatious Complaints:
ANA reserves the right to limit, pause or discontinue engagement with complaints reasonably considered repetitive, abusive, malicious or vexatious following appropriate review.

Review Process:
All complaints will undergo an impartial review to ensure fairness before being classified as repetitive or vexatious.

Protection Against Retaliation:
ANA is committed to promoting an environment where members, volunteers and stakeholders may raise legitimate concerns in good faith without fear of retaliation.

Legal Disclaimer:
This policy does not override the legal rights of any party to pursue complaints through appropriate external channels where applicable.​

Complaints Outside ANA’s Scope

ANA is not a clinical regulator, emergency service, healthcare provider or statutory authority, and cannot provide crisis intervention, legal adjudication, or clinical determinations. We do not respond to specific questions regarding diagnosis, treatment, or clinical opinions. 

ANA cannot investigate complaints relating to:

• Criminal matters (refer to relevant authorities).

• Scientific competence or practice that falls outside ANA-member registered qualifications in applied neuroscience (refer to the relevant discipline professional body)

• Individuals operating outside of ANA and ANA’s systems and services.

• Non-members, suspended members, or members removed from the ANA Register.

• Policy decisions not addressed at an Annual General Meeting (AGM).

• Complaints already fully investigated without new evidence.

• Complaints that cannot demonstrate breaches of stated commitments, or provable impacts on the complainant.

• Actions taken or omitted based on information from ANA services and systems (see Terms of Use).

• Repetitive or vexatious complaints as per the scope defined above

ANA Contact Details

Email: info@appliedneuroscienceassociation.com

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The Applied Neuroscience Association

Last Updated: May 2026