legal and accessibility policies

Effective from: 3 August 2026

These Terms of Use apply to rickterscale.world and its publicly available pages, content and resources.

The website is operated by Rickter Scale World Limited, a company registered in Scotland under company number SC740374.

By using this website, you agree to these terms. If you do not agree, please discontinue your use of the website.

This website provides information about the Rickter Scale Method, the Life Board, Movement Evidence, practitioner education, implementation, consultancy, organisational application and related services.

Website content is provided for general information. It does not create a practitioner-participant, coaching, mentoring, consultancy, clinical, therapeutic, legal or other professional relationship.

Information on this website should not be treated as medical, psychological, legal, safeguarding or other specialist advice.

Submitting an enquiry does not create a contract or commitment between you and Rickter Scale World Limited.

Training, licensing, consultancy, implementation, digital access, partnership or other services will be governed by the proposal, agreement, licence or service terms issued for that engagement. If those terms conflict with these website Terms of Use, the specific contractual terms will take priority.

You may access, view and share links to the website for lawful personal or organisational purposes.

You must not:

· reproduce, sell, license or commercially exploit website content without permission;

· represent Rickter content, certification or practitioner status inaccurately;

· copy, reconstruct or distribute protected Rickter materials or processes;

· attempt to gain unauthorised access to the website, systems or data;

· introduce malicious software or interfere with website operation;

· use the website to infringe another person’s rights; or

· use Rickter names, materials or visual identity in a misleading way.

Unless otherwise stated, the content, structure, language, graphics, branding, method descriptions and other materials on this website are owned by or licensed to Rickter Scale World Limited and its associated or licensing organisations.

The Rickter name, Rickter Scale Method, Life Board, Movement Evidence and associated names, marks, processes and materials may be protected by copyright, trade mark, licensing and other intellectual-property rights.

Nothing on this website transfers any intellectual-property right or grants permission to deliver, train, certify, reproduce or commercially apply the Rickter Scale Method.

Written permission must be obtained before reproducing substantial website content or using Rickter materials for commercial, training or organisational purposes.

A reference to Rickter training, practitioner status, organisational use or partnership does not by itself confirm that a person or organisation is currently trained, authorised, licensed or quality assured.

Current practitioner or organisational status should be verified directly with Rickter Scale World Limited.

We aim to keep website information accurate and current, but content may change as the Rickter Scale Method, programmes, evidence base and international activity develop.

We do not guarantee that every page will always be complete, current, uninterrupted or free from technical error. We may update, suspend, withdraw or change website content without notice.

The website may contain links to publications, organisations, research, partner websites or third-party services. These links are provided for information and do not automatically constitute endorsement.

Rickter Scale World Limited does not control third-party websites and is not responsible for their content, availability, privacy practices or security.

If you submit an enquiry, you are responsible for ensuring that the information is accurate, lawful and appropriate to share.

Please do not submit confidential participant records, special-category personal information, safeguarding information or identifiable Rickter assessment data through the general website contact form.

How we handle personal information is explained in our Privacy Policy.

Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

To the extent permitted by law, Rickter Scale World Limited will not be responsible for loss arising solely from reliance on general website information, interruption of the website, third-party content or use of the website outside its intended purpose.

Your statutory rights are not affected.

Use of the website is also subject to our:

· Privacy Policy;

· Cookie Policy; and

· Accessibility Statement.

We may update these terms when the website, our services or relevant legal requirements change. The effective date at the top of this page will show when the terms were last updated.

These terms are governed by Scots law.

If you are acting as a business, the Scottish courts will have exclusive jurisdiction over disputes relating to these terms. If you are a consumer, you retain any mandatory rights and access to courts available to you under applicable law.

Rickter Scale World Limited
Company number: SC740374
Registered in Scotland
Registered office: Clyde Offices, 2nd Floor, 48 West George Street, Glasgow, United Kingdom, G2 1BP

Email: training@rickterscale.world

Last updated: 3 August 2026

Our commitment

Rickter Scale World Limited respects the privacy, dignity and information rights of everyone who interacts with Rickter.

This Privacy Policy explains what personal information we collect, why we use it, the legal grounds supporting that use, how long we retain it, who may receive it and the rights available to you.

We apply the principles of transparency, purpose limitation, data minimisation, accuracy, security and accountability. We seek to collect only the information needed for a defined purpose and to retain it only for as long as that purpose or a legal requirement continues.

Who we are

Rickter Scale World Limited is registered in Scotland under company number SC740374.

Registered office:

Clyde Offices, 2nd Floor

48 West George Street

Glasgow

United Kingdom

G2 1BP

For the website, our organisational administration, practitioner education and our direct professional relationships, Rickter Scale World Limited is normally the data controller. This means we determine why and how personal information is used.

Scope of this policy

This policy applies to personal information relating to:

• visitors to rickterscale.world;

• people who contact or make an enquiry with us;

• clients, prospective clients and organisational representatives;

• suppliers, partners, researchers and professional contacts;

• learners, practitioners, trainers and assessors;

• people attending Rickter events, meetings or consultations;

• subscribers to communications, where applicable; and

• applicants for employment, associate or partnership opportunities.

It also explains how data-protection responsibilities are assigned when Rickter is delivered for another organisation.

Separate notices, agreements or participant information may apply to particular programmes, research projects, practitioner platforms, employment relationships or international activities.

Rickter participant information

When an organisation commissions or delivers the Rickter Scale Method, that organisation will normally decide the purpose of the activity, who participates, what information is required and how long it is retained. It will therefore normally be the data controller for participant information.

Rickter Scale World Limited, its authorised delivery company or a contracted technology provider may act as a data processor, handling information only on the controller’s documented instructions and under an appropriate data-processing agreement.

In other arrangements, Rickter may act as a controller or joint controller. Where this applies, the roles and responsibilities will be established before information is collected and explained through the relevant participant or project privacy notice.

Participants should normally direct questions about their programme information to the organisation delivering or commissioning the service. We will assist that organisation in responding where Rickter acts as its processor.

Personal information we may collect

Depending on your relationship with us, we may collect:

Identity and contact information

• name;

• professional title and role;

• organisation;

• postal address;

• email address;

• telephone number; and

• communication preferences.

Enquiry and relationship information

• the content of enquiries and correspondence;

• meeting notes;

• areas of professional interest;

• proposed applications of Rickter;

• service, training or partnership requirements;

• contractual and licensing information; and

• records of support provided.

Practitioner and learning information

• course registration and attendance;

• learning activity;

• assessment evidence and results;

• practitioner status and authorisation;

• continuing professional development;

• supervision or quality-assurance records;

• accessibility or learning requirements voluntarily disclosed; and

• communications relating to training and practice.

Transaction and administration information

• quotations, orders and contracts;

• payment and invoice records;

• supplier information;

• financial transaction references; and

• information required for accounting, audit and legal compliance.

We do not normally retain complete payment-card details. Payments should be processed through an authorised payment provider where applicable.

Website and technical information

• internet protocol address;

• browser and device information;

• date and time of access;

• pages viewed;

• referral information;

• cookie or browser-storage identifiers;

• website interaction and performance information; and

• security and diagnostic logs.

More information is provided in our Cookie Policy.

Information you choose to provide

You may voluntarily provide additional information when corresponding with us. Please do not send confidential participant records, health information, safeguarding information or identifiable Rickter assessment data through the general website contact form.

Special-category and sensitive information

Some Rickter applications may involve information concerning health, disability, neurodivergence, racial or ethnic origin, religious or philosophical belief, sexual orientation or other sensitive aspects of a person’s circumstances.

Special-category information requires an Article 6 lawful basis and an additional Article 9 condition under UK data-protection law.

Where Rickter acts as a processor, the commissioning organisation is responsible for establishing the applicable lawful basis and special-category condition. These should be explained in the programme’s participant privacy information.

Rickter Scale World Limited will not use special-category information for an unrelated purpose merely because it has access to it.

Children and young people

The public website is principally intended for organisational representatives, practitioners and adults seeking information about Rickter.

Rickter may, however, be used within properly governed services involving children and young people. In those circumstances, privacy information should be age appropriate, understandable and connected to the particular programme.

The commissioning or delivery organisation is responsible for establishing the appropriate lawful basis, safeguarding arrangements, participant information and any consent or authorisation requirements. Information should be limited to what is necessary and access restricted to authorised people.

How we obtain information

We may obtain personal information:

• directly from you;

• from the organisation you represent;

• from a commissioning or delivery organisation;

• from an authorised Rickter trainer, assessor or partner;

• through contracts, meetings, events or professional correspondence;

• through website and communication technologies;

• from publicly available professional or organisational sources; or

• from another person where they are authorised to provide it.

Where we receive your information indirectly, we will provide appropriate privacy information within the required period unless an applicable exception applies.

Why we use personal information

Purpose Information normally involved Lawful basis

Responding to enquiries and arranging discussions Identity, contact and enquiry information Legitimate interests and, where relevant, steps requested before entering a contract

Providing training, consultancy, licensing, implementation or support Contact, contractual, practitioner and service information Contract and legitimate interests

Administering practitioner learning, assessment and authorisation Identity, learning, assessment and practitioner-status information Contract and legitimate interests in maintaining professional and method standards

Managing organisational, supplier and partnership relationships Contact, professional, contractual and transaction information Contract and legitimate interests

Processing payments and maintaining financial records Transaction, invoice and contractual information Contract and legal obligation

Operating and securing the website and digital services Technical, security and limited usage information Legitimate interests, legal obligation and consent where required

Understanding and improving website use Cookie, browser and analytics information Consent or another lawful basis permitted by applicable cookie and data-protection law

Sending requested information and professional communications Contact details and communication preferences Consent or legitimate interests, subject to electronic-marketing rules

Protecting legal rights, preventing misuse and resolving disputes Relevant contact, contractual, technical and correspondence information Legitimate interests and legal obligation

Meeting regulatory, safeguarding or other legal requirements Information relevant to the particular obligation Legal obligation, vital interests or another applicable lawful basis

Considering employment, associate or partnership applications Identity, professional history and application information Steps before a contract, legitimate interests and legal obligation

Where we rely on legitimate interests, those interests may include operating and developing Rickter, responding to professional enquiries, maintaining practitioner and method integrity, supporting clients, securing systems, preventing misuse and managing effective organisational relationships.

We consider the necessity and proportionality of the processing and the likely effect on the individual before relying on legitimate interests.

If you do not provide information

You are not generally required to provide personal information simply to browse the public website.

Some information is necessary when you ask us to respond, enter into a contract, register for training, complete an assessment or receive a service. If required information is not provided, we may be unable to process the request, establish the relationship, verify practitioner status or deliver the relevant service.

We will identify mandatory information when it is collected.

Marketing and professional communications

We may send information about Rickter education, events, services, developments or partnership opportunities where:

• you have requested it;

• you have given consent; or

• we have another lawful basis and the communication is permitted by applicable electronic-marketing rules.

You may unsubscribe or object at any time by using an unsubscribe facility, replying to the communication or contacting us.

Service, account, contractual, practitioner-status and essential operational communications are not marketing and may continue where required.

Cookies and similar technologies

The website uses cookies and related technologies for essential operation, preferences, analytics, security and selected website features.

Non-essential technologies will be managed through the website’s cookie controls where consent or another choice is required.

Further information is available in our Cookie Policy.

Who we may share information with

Where necessary and proportionate, information may be shared with:

• authorised Rickter employees, directors, contractors and associates;

• trainers, assessors, supervisors and quality-assurance personnel;

• the organisation commissioning or receiving a Rickter service;

• website, hosting, cloud, learning, communication and technology providers;

• payment, accounting and financial-service providers;

• professional advisers, insurers, auditors and legal representatives;

• research or evaluation partners under an appropriate agreement;

• public authorities, regulators, courts or law-enforcement bodies where required; and

• a successor organisation in connection with a legitimate restructuring, transfer or acquisition.

Access is limited according to role and purpose. Suppliers processing information for us are expected to act under appropriate contractual, confidentiality and security obligations.

We do not sell personal information.

We do not allow participant meaning, Movement Evidence or identifiable Rickter information to be used by another organisation for unrelated commercial marketing.

International access and transfers

Rickter has international interests and may work with organisations or service providers outside the United Kingdom.

Where personal information is transferred outside the UK, we will use a legally permitted transfer mechanism. This may include:

• UK adequacy regulations;

• the UK International Data Transfer Agreement;

• the UK Addendum to approved standard contractual clauses; or

• another lawful safeguard or exception.

Where required, we will assess the transfer and introduce additional contractual, organisational or technical protections.

Information about the safeguard applying to a relevant transfer can be requested using the contact details below.

• See also: International Privacy Rights

How long we retain information

We retain information only for as long as it remains necessary for its original purpose, regulatory responsibilities, certification integrity, dispute management or another legal requirement.

Our general retention approach is:

Information Normal retention approach

General enquiries and correspondence that do not develop into a relationship Up to 24 months after the last meaningful contact

Client, consultancy, licensing and supplier records Normally up to six years after the relationship or contract ends

Financial and accounting records Normally six years or longer where legally required

Practitioner training, assessment and authorisation records For the period of practitioner status and normally six years afterwards

Limited historic practitioner-status records May be retained longer where necessary to verify status or protect certification integrity

Marketing preferences and suppression records For as long as required to respect the individual’s choice

Website security and technical logs Normally up to 12 months unless required for investigation or security

Unsuccessful application information Normally six months after the decision unless a different period is explained

Data-protection requests and complaints Normally up to six years after closure

Cookies and similar technologies According to the periods stated in the Cookie Policy

Participant information processed for another controller According to the controller’s retention instructions and the applicable processing agreement

Information may be retained longer where a complaint, legal claim, safeguarding matter, investigation or regulatory requirement is active.

When retention ends, information will be securely deleted, anonymised or returned to the relevant controller.

Security and responsible access

We use proportionate technical and organisational safeguards designed to protect personal information against unauthorised access, alteration, loss, disclosure or destruction.

These may include:

• role-based access and permissions;

• authentication and account controls;

• encryption in transit and, where applicable, at rest;

• secure hosting and backup arrangements;

• confidentiality and data-processing agreements;

• practitioner and staff guidance;

• incident-management procedures;

• system monitoring and maintenance; and

• periodic review of access and retention.

No internet-based service can guarantee absolute security. We review risks and safeguards as our technology and international activity develop.

De-identified and aggregated information

Rickter may create de-identified or aggregated information for reporting, quality improvement, organisational learning, research or the development of Movement Evidence.

We take steps intended to prevent an individual from being identified from this information. Where information has been effectively anonymised so that no individual is identifiable, it is no longer personal information.

De-identification will not be used to remove ownership of a participant’s personal meaning or to present illustrative information as a real individual or programme result.

Automated decision-making

Rickter Scale World Limited does not use general website information to make decisions based solely on automated processing that produce legal or similarly significant effects.

The Rickter Scale Method is based on structured human conversation, participant articulation and practitioner-supported review. Scores, movement profiles and organisational reports should not be treated as automated diagnoses, risk determinations or predictions about an individual.

If a future service introduces relevant automated decision-making, we will provide specific information about the data, logic, purpose, consequences and available rights before it is used.

Your data-protection rights

Depending on the circumstances and lawful basis, you may have the right to:

• be informed about how your information is used;

• request access to your personal information;

• request correction of inaccurate or incomplete information;

• request erasure in circumstances where the right applies;

• request restriction of processing;

• receive eligible information in a portable format;

• withdraw consent at any time where consent is relied upon; and

• challenge relevant automated decision-making.

Rights are not absolute and may not apply to every form of processing. We may need to confirm your identity before acting on a request.

We will normally respond without undue delay and within one month.

Your right to object

You have the right to object to processing based on legitimate interests in certain circumstances.

You have an absolute right to object to the use of your personal information for direct marketing.

To object, contact us using the details below and explain which use of your information concerns you.

Raising a data-protection complaint

If you are concerned about how we have handled personal information, contact us and mark your communication “Data Protection Complaint”.

We will:

• provide a clear route for raising the complaint;

• acknowledge it within 30 days;

• take appropriate steps to investigate without undue delay;

• keep you informed where the investigation remains ongoing; and

• explain the outcome.

You may also complain to the Information Commissioner’s Office:

Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Telephone: 0303 123 1113

Website: https://ico.org.uk/make-a-complaint/

We would welcome the opportunity to consider your concern directly, but your right to contact the ICO is not restricted.

Contacting us

Privacy requests, objections and complaints can be submitted through the website Contact page or emailed to:

training@rickterscale.world

Please use the subject “Privacy Request” or “Data Protection Complaint” so the communication can be directed appropriately.

Rickter Scale World Limited

Company number: SC740374

Registered in Scotland

Registered office: Clyde Offices, 2nd Floor, 48 West George Street, Glasgow, United Kingdom, G2 1BP

Changes to this policy

We may update this policy when our services, technologies, data uses or legal responsibilities change.

Material changes will be communicated where appropriate. The latest revision date will always appear at the beginning of the policy.

International Privacy Rights

Rickter Scale World Limited is established in the United Kingdom, and this policy is principally governed by UK data-protection law. Where Rickter offers services or processes personal information in another country, applicable local privacy requirements may provide additional rights and responsibilities. These may include relevant federal and state privacy requirements in the United States, the Personal Information Protection and Electronic Documents Act and applicable provincial legislation in Canada, and the Privacy Act 1988 and Australian Privacy Principles in Australia. Any country-specific privacy notice, agreement or mandatory legal protection will supplement this policy. Where mandatory local law provides a higher or additional level of protection, that requirement will apply to the relevant activity.

Last updated: 3 August 2026

About this policy

This Cookie Policy explains how rickterscale.world uses cookies and similar technologies.

The website is operated by Rickter Scale World Limited.

What cookies are

Cookies are small data files placed on a device when someone visits a website. Similar technologies include browser storage, tracking pixels, scripts, tags and identifiers.

These technologies can support essential website functions, remember preferences, protect forms, understand website use and improve visitor experience.

How we use these technologies

Strictly necessary technologies

These support essential website operation, security, consent preferences, navigation and form delivery. They cannot normally be disabled through the website because the service may not function correctly without them.

Preference technologies

These remember choices made by a visitor, such as cookie preferences or website settings.

Analytics technologies

Where permitted, analytics technologies help us understand how visitors use the website, which pages are visited and how the website performs.

Analytics information is used to improve website structure, content and user experience. It is not intended to determine the meaning of an individual’s Rickter activity or create an individual participant profile.

Attribution technologies

If someone reaches the website through a campaign or linked source, limited browser-storage identifiers may help us understand how the visit originated.

Third-party website features

Contact forms, security features, live support or embedded services may involve technology supplied by third-party providers. These services may process technical information required to provide their feature.

Technologies identified on this website

Technology Type Purpose Duration

Consent-preference storage Strictly necessary Remembers whether non-essential website technologies have been accepted or rejected Determined by the website platform or until the preference is changed

x-visitor-id Analytics Creates a pseudonymous visitor identifier to support website traffic analysis 60 days

gclid Attribution/local storage Retains a Google campaign identifier when one is present in the website address Until removed from browser storage

fbclid Attribution/local storage Retains a Meta/Facebook campaign identifier when one is present in the website address Until removed from browser storage

gdan_clid Attribution/local storage Retains an advertising-attribution identifier when one is present in the website address Until removed from browser storage

Google consent state Preference control Keeps relevant analytics and advertising storage disabled unless permission is available For the applicable visit or consent state

Form and security technology Strictly necessary where activated Supports form protection, security and prevention of automated misuse Varies according to the service provider

Live-support technology Functional where activated Enables website support or communication features selected by the visitor Varies according to the service provider

The technologies active during a visit may vary according to the page visited, website features used and cookie choices made.

We will review this register when website features, analytics services or third-party integrations change.

Consent and choice

Strictly necessary technologies may operate without consent where they are required to provide the website or a feature requested by the visitor.

Non-essential technologies will not be activated unless the required permission or lawful exception applies.

The website should provide equally accessible options to:

• accept non-essential technologies;

• reject non-essential technologies; and

• review or change cookie preferences.

Visitors can change their choices at any time through the Cookie Settings link in the website footer.

Withdrawing consent does not automatically remove information already stored on a device. Browser controls can be used to remove existing cookies and local-storage records.

Browser controls

Most browsers allow users to view, block or delete cookies. Blocking all cookies may affect essential website features or prevent parts of the website from operating correctly.

Instructions are normally available through the browser’s privacy or security settings.

Personal information

Where cookies or similar technologies involve personal information, that information will be handled in accordance with our Privacy Policy.

Changes to this policy

We may update this policy when website features, service providers or legal requirements change. The date at the top of the page shows when it was last updated.

Contact

Questions about this Cookie Policy can be submitted through the website Contact page or by emailing training@rickterscale.world.

Rickter Scale World Limited

Company number: SC740374

Registered in Scotland

Registered office: Clyde Offices, 2nd Floor, 48 West George Street, Glasgow, United Kingdom, G2 1BP

Last updated: 3 August 2026

Rickter Scale World Limited is committed to making rickterscale.world accessible, understandable and usable by as many people as possible.

We recognise that people access information in different ways and may use assistive technologies, alternative communication methods, keyboard navigation, screen readers, magnification or personalised browser settings.

We use the Web Content Accessibility Guidelines version 2.2, Level AA, as our reference standard.

Our intention is that visitors should be able to:

· navigate the website using a keyboard;

· enlarge and reflow content without losing information;

· use screen readers and other assistive technologies;

· understand headings, links, buttons and form instructions;

· access meaningful text alternatives for important images;

· understand content without relying only on colour; and

· contact us if another format or communication method is required.

This website is currently partially conformant with WCAG 2.2 Level AA.

We are continuing to review and improve the website. Known areas requiring further work include:

· adding or improving text alternatives for some images;

· strengthening heading structures and link descriptions;

· reviewing keyboard navigation and visible focus indicators;

· testing forms, cookie controls and third-party components;

· checking colour contrast, text enlargement and mobile reflow; and

· completing wider testing with assistive technologies.

We do not claim full WCAG 2.2 AA conformance until this work and a formal accessibility review have been completed.

Accessibility is being considered as part of Rickter’s wider commitment to neuroinclusive practice, communication choice and meaningful participation.

As the website develops, we will review new pages, documents, images, forms and digital features to strengthen accessibility and reduce unnecessary barriers.

If you need information from this website in another format, such as accessible text, large print, audio, a simplified version or another communication format, please contact us.

Please explain what information you require and the format or support that would be most useful. We will consider each request and respond as soon as reasonably possible.

If you encounter an accessibility barrier, please tell us:

· which page or feature you were using;

· what difficulty you experienced;

· the device, browser or assistive technology involved, if known; and

· how we can contact you about the matter.

Contact us through the website Contact page or email training@rickterscale.world.

This statement was prepared on 3 August 2026 following an initial review of the website’s content and structure. A complete independent accessibility audit has not yet been undertaken.

The statement will be reviewed following significant website changes and at least annually.

Rickter Scale World Limited
Company number: SC740374
Registered in Scotland
Registered office: Clyde Offices, 2nd Floor, 48 West George Street, Glasgow, United Kingdom, G2 1BP

Last updated: 3 August 2026

Our commitment

Rickter Scale World Limited values feedback as an important source of learning, accountability and service improvement.

We want people to feel confident that they can tell us when something has worked well, when an experience could be improved or when they believe something has gone wrong.

We aim to respond fairly, respectfully, consistently and without unnecessary delay. Raising a concern or complaint will not result in unfair treatment or disadvantage.

Scope of this policy

This policy applies to feedback and complaints concerning:

• the rickterscale.world website;

• Rickter communications and enquiries;

• practitioner education, assessment and support;

• consultancy, implementation and organisational services;

• Rickter events, meetings and resources;

• accessibility and communication;

• data protection and privacy;

• the conduct of people acting directly on behalf of Rickter Scale World Limited; and

• the authorised use, representation or delivery of the Rickter Scale Method.

Separate contractual, employment, safeguarding, research, professional-regulatory or commissioning-organisation procedures may also apply.

Feedback

Feedback may include:

• comments about an experience;

• suggestions for improvement;

• accessibility observations;

• recognition of effective practice;

• ideas for future development; or

• information that could help us improve a service, resource or process.

Feedback does not have to be treated as a formal complaint unless the person providing it asks for this or the seriousness of the matter requires a formal response.

We may use appropriately de-identified feedback to improve Rickter education, communications, systems, services and organisational learning.

What is a complaint?

A complaint is an expression of dissatisfaction that requires a response.

It may concern:

• the quality or delivery of a Rickter service;

• inaccurate or misleading information;

• an unreasonable delay or lack of response;

• accessibility or communication barriers;

• practitioner, trainer or representative conduct;

• assessment or authorisation processes;

• confidentiality, privacy or information handling;

• failure to follow an agreed process;

• misuse or misrepresentation of the Rickter Scale Method; or

• a decision or outcome that the person believes should be reviewed.

A complaint does not need to use the word “complaint” for us to recognise it as one.

Who can raise a complaint?

A complaint may be raised by:

• a website visitor;

• an individual or prospective participant;

• a parent, carer or authorised representative;

• a learner, practitioner, trainer or assessor;

• an organisational client or partner;

• a supplier or professional contact; or

• another person directly affected by the matter.

Where someone acts for another person, we may need evidence of their authority before discussing personal or confidential information.

Anonymous complaints may be considered, but anonymity can restrict our ability to investigate, verify information or communicate an outcome.

How to contact us

Feedback or complaints can be submitted:

• through the website Contact page; or

• by emailing training@rickterscale.world.

Please use one of the following email subjects where possible:

• “Feedback”

• “Formal Complaint”

• “Accessibility Concern”

• “Data Protection Complaint”

If you require another communication method or an accessible format, tell us what would help you participate.

Information to provide

To help us understand and respond, please include:

• your name and preferred contact details;

• your relationship to Rickter or the relevant service;

• what happened;

• when and where it happened;

• the people, programme or organisation involved;

• any steps already taken;

• the effect the matter has had; and

• what response or resolution you are seeking.

Please provide only the information necessary to explain the matter. Do not send extensive participant records, health information, safeguarding material or other highly sensitive information through the general contact form.

We will explain how sensitive supporting information can be provided securely if it is required.

Stage 1 — Early resolution

Where appropriate, we will first try to understand and resolve the matter through a direct conversation or practical response.

This may involve:

• clarifying information;

• correcting an error;

• addressing an accessibility barrier;

• providing a missing response;

• explaining a decision or process;

• agreeing an immediate action; or

• identifying the appropriate organisation or procedure.

If the matter cannot be resolved at this stage, or if the person asks for a formal investigation, it will move to Stage 2.

Stage 2 — Formal complaint

We aim to acknowledge a formal complaint within five working days.

The complaint will be assigned to an appropriate person who is able to consider the matter fairly. Where reasonably possible, that person will not have been directly responsible for the issue being investigated.

The investigation may include:

• reviewing correspondence, records or agreements;

• speaking with the complainant;

• requesting information from relevant personnel;

• considering applicable Rickter standards or procedures;

• establishing whether another organisation is responsible; and

• identifying actions required to resolve the matter or prevent recurrence.

We aim to provide a written outcome within 20 working days of acknowledgement.

If the matter is complex or depends on information from another organisation, we may need longer. We will explain the reason, keep the complainant informed and provide a revised expected response date.

Stage 3 — Review

If the complainant believes that the Stage 2 response has not properly addressed the complaint, they may request a review.

A review request should normally be made within 10 working days of receiving the Stage 2 outcome and should explain:

• what part of the response remains unresolved;

• whether relevant information was overlooked;

• whether the process was not followed; or

• why the proposed resolution is considered insufficient.

The review will normally be conducted by a senior person who was not responsible for the original decision or investigation.

We aim to complete the review within 20 working days. The review response will normally represent the conclusion of Rickter Scale World Limited’s internal complaints process.

Possible outcomes

Depending on the findings, an outcome may include:

• an explanation or clarification;

• an apology;

• correction of information;

• completion of an outstanding action;

• an accessibility adjustment;

• review of a decision or process;

• additional practitioner guidance, education or supervision;

• quality-assurance action;

• change to a resource, system or service;

• referral to another responsible organisation;

• contractual action where appropriate; or

• confirmation that the complaint was not upheld.

We will explain the outcome and any action that can appropriately be shared. Confidentiality may prevent us from disclosing personal, employment, disciplinary or commercially sensitive information concerning another person.

Complaints involving a practitioner or another organisation

A practitioner may be employed, commissioned or supervised by an organisation that is legally and operationally separate from Rickter Scale World Limited.

Complaints about employment conduct, care delivery, safeguarding, clinical decisions or local service management should normally be raised with the organisation responsible for that service.

Rickter Scale World Limited may still consider matters relating to:

• authorised practitioner status;

• method fidelity;

• use of Rickter materials;

• representation of certification;

• Rickter education or assessment; and

• compliance with applicable Rickter standards.

Our process does not replace the complaints procedure of an employer, commissioning body, professional regulator or public authority.

Data-protection complaints

A complaint about the use, disclosure, accuracy, security, retention or handling of personal information should be marked “Data Protection Complaint”.

Rickter Scale World Limited will:

• provide a clear route for submitting the complaint;

• acknowledge it within 30 days and normally sooner;

• investigate and make appropriate enquiries without undue delay;

• keep the complainant informed where the investigation remains ongoing; and

• communicate the outcome.

Data-protection rights requests, such as requests for access, correction or erasure, will be handled under the applicable statutory timescales.

If you remain dissatisfied, you may contact the Information Commissioner’s Office:

Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Telephone: 0303 123 1113

Website: https://ico.org.uk/make-a-complaint/

Your right to contact the Information Commissioner’s Office is not restricted by this policy.

Accessibility complaints

Accessibility feedback may concern website content, images, navigation, colour contrast, documents, forms, communication methods, learning materials or participation barriers.

Tell us:

• what you were trying to access;

• what difficulty you experienced;

• the page, document or service involved;

• the device or assistive technology used, if relevant; and

• what alternative format or adjustment would help.

We will consider reasonable ways to provide the information or improve access while the wider issue is reviewed.

Safeguarding and immediate risk

This complaints process is not an emergency service.

If someone is in immediate danger or requires urgent assistance, contact the appropriate emergency service or responsible safeguarding authority.

Where a complaint indicates a safeguarding concern, serious harm, criminal conduct or immediate risk, we may refer it promptly to the responsible organisation, safeguarding lead, regulator or public authority.

Information will be shared only where necessary, proportionate and legally permitted.

Fairness and respectful communication

We will consider complaints objectively and will not disadvantage someone because they have raised a concern in good faith.

We also expect communications to remain respectful and safe. Threatening, discriminatory, abusive or persistently disruptive behaviour may lead us to set reasonable communication boundaries while continuing to consider the underlying complaint.

Deliberately false or malicious allegations may be addressed separately, but a complaint will not be treated as malicious simply because it is not upheld.

Confidentiality and information handling

Complaint information will be shared only with people who require access to understand, investigate, advise on or respond to the matter.

Records will be handled in accordance with our Privacy Policy. Complaint and data-protection request records will normally be retained for up to six years after closure, unless a different period is required because of an active legal, safeguarding, contractual or regulatory matter.

De-identified complaint themes may be reviewed to improve services, education, quality assurance and organisational learning.

Monitoring and improvement

We may monitor:

• the number and type of complaints;

• response times;

• recurring themes;

• accessibility issues;

• actions agreed;

• learning identified; and

• whether improvements have been completed.

This enables complaints and feedback to contribute to better practice rather than being treated only as individual incidents.

Contact details

Rickter Scale World Limited

Company number: SC740374

Registered in Scotland

Registered office: Clyde Offices, 2nd Floor, 48 West George Street, Glasgow, United Kingdom, G2 1BP

Email: training@rickterscale.world