Complaints process

If you have any issues with your experience on the programme, please talk to your Support Worker. For example, about the way you have been treated or the information you have been given.

If you are unable to reach a solution with your Support Worker, please put your complaint in writing and post it in the Feedback Box located in Reception or email it to your Hub Manager: [email protected] or [email protected]

The Hub Manager will investigate the complaint and will aim to write back to you with their findings within five (5) working days.

The Hub Manager may also discuss the matter with you. This meeting could take place by telephone or in person and you will be given notice of the meeting.

If you are not satisfied with the outcome of your complaint, you may appeal in writing to the Senior Operations Manager. Further appeals can be made to the Regional Director, Operations Director and then Managing Director if you are not satisfied with the outcome at the previous stage.

At each stage of the appeal process, the person investigating the complaint will complete an impartial assessment and provide written feedback within ten (10) working days.

We will seek confirmation that you are happy with the outcome. Please inform your Support Worker when you are satisfied with the outcome.

If you are not satisfied with our resolution of your complaint, you may appeal to our commissioning body, HMPPS CFO. We will provide contact details on request.

If you are unable to raise your complaint using the above process, please inform your Support Worker or another member of staff who will let you know how we can support you.

If your complaint concerns your Support Worker, you may complain directly to the Hub Manager.

We will investigate complaints thoroughly and impartially and will aim to provide a positive resolution to all issues presented to us.