Effective complaint handling is essential for maintaining trust, meeting regulatory and governance obligations, and identifying opportunities for learning and improvement. Our role is to bring clarity, structure, and impartiality to what are often complex and sensitive situations.
At IntegraSense, we provide independent complaint handling and investigation services with a particular specialism in disability and accessibility-related complaints. We combine strong investigative expertise with deep knowledge of the Equality Act 2010, reasonable adjustments, and inclusive practice.
Our Specialist Advantage
We are not generalist investigators. Our work is grounded in extensive specialist experience in disability, Deaf and Deafblind access, neurodiversity, and mental health. This enables us to:
- Understand the complexities of disability-related complaints more thoroughly
- Recognise where accessibility barriers or failures in reasonable adjustments have occurred
- Apply relevant legislation (Equality Act 2010, Care Act 2014, etc.) with accuracy and insight
- Provide balanced, evidence-based findings that consider both individual experience and organisational context
This combination of investigative rigour and disability expertise makes our service particularly valuable for sensitive or high-risk cases.
Our Approach
All investigations are carried out with complete independence, impartiality, and sensitivity. We focus on:
- Early resolution where appropriate
- Fair, structured, and proportionate formal investigations when needed
- Clear communication with all parties
- Practical, learning-focused recommendations
Investigation Services
We deliver thorough, independent investigations including:
- Defining clear terms of reference
- Gathering and analysing evidence
- Conducting sensitive and balanced interviews
- Producing clear, defensible reports with proportionate findings and recommendations
Our reports are written to withstand scrutiny and support confident, fair decision-making.
Who This Is For
Our services are particularly relevant for organisations that regularly work with disabled people, including:
- Employers and HR teams handling disability-related grievances or reasonable adjustment complaints
- Education providers and universities
- Health and social care services
- Local authorities and service commissioners
- Organisations subject to Equality Act 2010 duties
Why Choose IntegraSense
- Specialist expertise in disability, accessibility, and Equality Act matters
- Fully independent and impartial investigations
- Deep understanding of reasonable adjustments and inclusive practice
- Clear, evidence-based, and defensible reporting
- Commitment to fairness, transparency, and organisational learning
Frequently Asked Questions
What makes your investigations different? We specialise in disability and accessibility-related complaints. Our deep knowledge in this area allows us to understand complex cases involving reasonable adjustments, communication barriers, and Equality Act duties more effectively than a general investigator.
Do you only investigate disability complaints? No. While we have particular expertise in this area, we also handle a wide range of other workplace, service, and organisational complaints.
Are your reports suitable for legal or regulatory review? Yes. Our reports are clear, evidence-based, and professionally written.
How long does an investigation take? Timelines are agreed at the start and vary depending on complexity. We work efficiently while maintaining high standards of thoroughness.
Ready to Discuss Your Requirements?
For independent complaint handling or investigation services, particularly those involving disability or accessibility issues, please get in touch:
