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 a complaint.

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ANA strives to uphold its Ethical Charter and values feedback as an essential tool for improving systems, services, and member conduct.

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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 dissatisfaction that warrants assessment based on this policy scope.

How to Make a Complaint

To submit a complaint:

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

• Provide clear details of the complaints 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 evidence and circumstances (initial investigation), aiming to resolve the matter informally where possible within 10-days from receipt.

4. Meeting (if required):

   • If necessary, ANA will invite the complainant to a digital meeting during the initial investigation to discuss and resolve 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 all complaints confidentially and in compliance with GDPR and Data Protection Act 2018 within UK jurisdiction. Complaint details, outcomes, and actions taken will be recorded in the Feedback Register for future improvements.

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:

   • Actions intentionally aimed at harming ANA’s reputation, such as public misrepresentation, defamatory public statements or slander.

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 dismiss complaints deemed repetitive or vexatious.

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 can raise legitimate concerns 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 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.

• Medical actions applied based on information taken 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: January 2025