Complaints Procedure
Last updated: August 2026
We take complaints seriously. If something has gone wrong, or you are unhappy with any part of your experience with The Behaviour Hive, we want to hear about it. Telling us gives us the chance to put it right, and it helps us improve.
Making a complaint will never affect the quality of care your family receives.
1. Talk to us first, if you feel able
Many concerns can be resolved quickly by raising them directly with Catherine (Katie) Smyth. You can do this in a session, by phone on 045 574 041, or by email to info@thebehaviourhive.com. There is no formality required, and no need to use the word "complaint".
If you would rather go straight to a formal complaint, that is entirely your choice.
2. Making a formal complaint
Please put your complaint in writing to:
- Email: info@thebehaviourhive.com
- Post: The Behaviour Hive, Donadea, Co. Kildare, W91 VY0T
It helps if you can include:
- Your name and how best to contact you
- Your child's name, if the complaint relates to their care
- What happened, and when
- Who was involved
- What outcome you are hoping for
If writing is difficult for any reason, tell us and we will find another way — we can take your complaint by phone and write it up for you to check and confirm.
3. What happens next
| Stage | Timeframe |
|---|---|
| We acknowledge your complaint in writing | Within 5 working days |
| We review the matter and respond in full | Within 20 working days |
| If we need longer | We will tell you why and give you a revised date |
Our review will involve looking at the relevant records, considering your account, and reflecting honestly on whether we met the standard we set ourselves. Where we have got something wrong, we will say so, explain what happened, and set out what we are doing about it.
4. If you are not satisfied with our response
If our response does not resolve matters, you can ask us to look again, and we will consider whether an independent review is appropriate.
You may also raise your concern with an external body:
Professional conduct
Catherine (Katie) Smyth is registered with the Psychological Society of Ireland, which operates a complaints and ethics process for its members. Details are available at www.psychologicalsociety.ie.
She is also certified by the Behavior Analyst Certification Board, which maintains its own ethics reporting process at www.bacb.com.
Data protection
If your complaint concerns how we have handled personal information, you may contact the Data Protection Commission at www.dataprotection.ie. Complaints must be made in writing through their online form.
Child protection
Concerns about the welfare or safety of a child can be raised directly with Tusla, the Child and Family Agency, at www.tusla.ie. You do not need to come to us first.
5. How we record complaints
We keep a record of all complaints, what we found, and what we changed as a result. These records are held securely and in line with our Privacy Policy. We review them periodically to identify anything we should be doing differently.
6. Contact
The Behaviour Hive, Donadea, Co. Kildare, W91 VY0T · 045 574 041 · info@thebehaviourhive.com