Introduction
We welcome feedback and take complaints seriously. This procedure explains how parents, carers, students and schools can raise concerns about Limitless programs and services provided by Beyond IQ. Raising a complaint will not affect a child’s access to support or how they are treated.
1. How to raise a complaint
Send your complaint to info@beyond-iq.com with the subject “Complaint, Limitless”. Complaints are handled by Lihi Engelsman, founder of Beyond IQ and creator of Limitless. You may also call +31 (0)6 383 36 422 to discuss a concern or ask for help putting it in writing. Written complaints may be posted to Beyond IQ, Neuweg 330, 1215 JH Hilversum, the Netherlands.
2. What to include
Please provide your name and preferred contact details, the program or service involved, what happened and when, and the outcome you would like. Include relevant correspondence where helpful, but avoid sharing unnecessary personal information about children or other families. A parent or trusted adult may help a child make a complaint.
3. Our response
We aim to acknowledge your complaint within five working days and confirm who is handling it. If you have not received an acknowledgement, please call the number above. We will review the information and, where appropriate, ask you and the people involved for their accounts. We aim to provide a written response within 20 working days of receipt. If more time is needed, we will explain why and give an updated response date. Working days are Monday to Friday, excluding Dutch public holidays.
4. Resolution and further review
Our written response will explain the issues reviewed, our findings and reasons, and any action proposed, such as an explanation, apology or service improvement. If you remain dissatisfied, email info@beyond-iq.com with the subject “Complaint review, Limitless” within 20 working days, explaining what remains unresolved. We aim to respond within a further 20 working days. If the complaint concerns Lihi directly, or you request an independent review, we will discuss with you a suitable independent reviewer, their role and any costs before making arrangements.
5. Privacy and records
We handle complaints discreetly and share information only with people who need it to review the concern or protect a child. We keep a brief record of the complaint, response and agreed actions securely, in line with our privacy practices. We cannot promise absolute confidentiality where information must be shared for safeguarding or legal reasons.
6. Concerns involving a school or child safety
If a concern involves a school’s decisions or staff, we will explain which parts we can address and help identify the school’s own complaints route. Concerns about a child’s safety are prioritised and handled through the relevant safeguarding arrangements. For immediate danger, call 112. This procedure does not prevent you from seeking external advice or using any rights available to you.