Complaints

Complaint Submitted

Thank you – your complaint has been successfully submitted

We have received your complaint and appreciate you taking the time to raise your concerns.

Here is what you can expect from us:

Our Role

We are here to support the safety, health, and wellbeing of participant by handling complaints in a fair, respectful, and timely manner.

What we can and can't do

While we aim to resolve concerns wherever possible, there are some matters outside our scope. We will always let you know what we can do and where other support options may be available.

Complaint process

We use a clear, structured approach to assess and manage complaints. If you have chosen to be involved in the Complaint Resolution, you will be informed about the process, next steps, and what you can expect throughout.

Fair and risk-based approach

We are impartial and handle each complaint using a risk-based, proportionate approach. The level of action we take will depend on the potential risk or harm to the participant.

Regular Updates

If you have raised an open complaint, we will keep you informed as your complaint progresses and will contact you if we need further information.

We collect and assess information about the risk or harm involved to help us triage and prioritise the complaint appropriately.

You can also provide additional information at any time via phone, email, or webform.

If you have any urgent concerns, please don't hesitate to contact us directly.