Concerns & complaints

We want to hear when something has not gone as expected. Raising a concern will not affect your right to fair treatment or your legal rights.

Contact Amelia

Email [email protected] or call 07552 218804. Explain what happened, when it happened and how you would like us to respond. Keep the initial message general; Amelia can arrange a suitable way to discuss confidential details.

What happens next

We aim to acknowledge a complaint within five working days and provide a considered response within 20 working days. If more time is needed, we will explain why and give an update. Amelia will consider the information, discuss next steps where appropriate and explain the outcome.

If you remain unhappy, ask Amelia to reconsider and explain what remains unresolved. You can seek independent consumer advice and use any legal remedy available to you. We will give information about applicable independent dispute-resolution routes where required; we do not claim membership of a particular ombudsman or ADR scheme.

Privacy and public reviews

For data-protection concerns, see our Privacy Policy, including the ICO complaint route. To report or withdraw a public review, see our review policy.

Urgent concerns

This website and our enquiry service are not emergency-response services. If someone is in immediate danger or needs emergency medical help, call 999.